Fewer than half (48%) of frontline workers believe reporting customer abuse or aggression leads to meaningful action, according to new research from body-worn camera company, Halos.
While 42% say they reported the last serious incident they experienced at work, the findings suggest speaking up often leads to little support, limited communication and no clear understanding of what happens next.
Among frontline workers who’d either reported a serious incident themselves or knew a colleague who had, almost a third (31%) said the report was only acknowledged. Just one in five respondents (20%) said support was offered, while only 14% said updates were provided on the outcome.
Worryingly, a further 8% said there was no response at all.
The findings, which come from 1,000 UK frontline workers, point to a gap between having a reporting process and making it work in practice. Almost one in five (19%) of those who work with the public say reporting incidents is not quick and straightforward where they work.
Among those who didn’t report their last serious incident, more than a quarter (26%) say the reason was that they did not believe anything would happen.
Workers also pointed to what would improve their confidence in the reporting process. Almost a third (31%) say easier reporting and clear updates on outcomes would make the biggest difference to their safety and wellbeing at work. That’s particularly important when almost one in five (19%) don’t believe their employer is proactive about preventing customer abuse.
Technology’s role
Technology could also play an important role. More than half (54%) said they would feel safer with better technology to manage and document abusive incidents. Yet one in five (19%) said they’re not given the tools and technology needed to protect staff and ensure incidents are followed up on.
Speaking on the findings, Alan Ring, CEO of Halos, said: “Reporting an incident of customer abuse should be the start of the process, not the end of it. But these findings suggest too many reports are acknowledged without workers receiving support or clarity about what happens next.
“That lack of follow-through can weaken confidence in the process and make it harder for employers to identify patterns, support their teams and prevent further incidents. If people believe nothing will change, they may be less likely to report the next incident, leaving employers with an incomplete picture of the risks their teams face.
“Workers need to be kept informed and managers need reliable evidence on which to act.”
“Reporting must be quick and straightforward, workers need to be kept informed and managers need reliable evidence on which to act. When staff can see that speaking up leads to support and meaningful action, they’re far more likely to trust the process and feel confident reporting future incidents.”
To learn more about the findings, please see the full Not Part of the Job report here.
No comments yet