98% of frontline workers face customer incivility, survey finds

The Axonify report revealed that 73% of workers in restaurants, retail, and hotels experience incivility daily or weekly.
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A survey by Axonify found that 98% of frontline workers faced customer incivility in the past year.

The report, titled ‘Polling the Frontline: Dealing with Difficult Customers,’ revealed that 73% of workers in restaurants, retail, and hotels experience incivility daily or weekly.

Key challenges include rising prices, understaffing, and customer entitlement, with 85%, 81%, and 85% of respondents respectively pointing to these issues. 

Despite 75% of workers feeling supported by management, training gaps persist.

The survey showed 52% think current programs do not address real-world scenarios effectively, 41% feel they focus too much on company policy, and 32% note training is only provided during onboarding.

Carol Leaman, CEO and co-founder of Axonify, said: “Our data shows a troubling disconnect between the demands faced by UK frontline staff and the support they receive.

“Businesses must invest in continuous scenario-based training tailored to real-world challenges to enhance both employee safety and customer satisfaction.”

Frontline workers called for more training to handle violent situations, with 82% in favour, 79% supporting de-escalation training, and 70% wanting managerial visibility in difficult situations.

Leaman added: “Empowering frontline workers with effective training and support systems is crucial.

“Together, we can improve the working atmosphere, keeping employees motivated and confident in handling difficult customer interactions.”

Marvin Onumonu

Marvin Onumonu is a Reporter for Workplace Journal and The Intermediary

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