Rising customer incivility is emerging as a major workforce challenge across restaurants and other service industries, contributing to increased stress, disengagement and turnover risk, according to new research commissioned by HALOS.
The study, conducted by global market research firm 3Gem, surveyed 1,500 U.S. frontline workers and found that 42 percent have experienced customer aggression at work at least once in the past four weeks. Nearly 40 percent said customer aggression has increased over the past year, signaling a growing and widespread issue.
For bars and restaurants, where employees interact directly with guests throughout their shifts, the trend adds another layer of pressure to an already strained labor environment.
“Organizations spend tremendous time and money recruiting and retaining frontline talent, yet many are overlooking one of the biggest factors contributing to burnout and turnover,” HALOS CEO Alan Ring said in a statement. “When customer incivility and aggression becomes normalized, it shifts from a safety issue to an HR and commercial issue.”
More than one-third of workers—37 percent—said their employer treats customer aggression as “just part of the job,” a mindset the report identifies as a significant barrier to addressing the problem.
Survey respondents reported a range of incidents, including verbal abuse, physical intimidation and assault, as well as spitting and property damage.
According to the findings, customer aggression is having a direct impact on employee wellbeing and performance:
- 86 percent of respondents said customer abuse increased stress or anxiety over the past year
- 84 percent said they have become more cautious or avoidant with customers
- 80 percent reported lower job satisfaction
- 37 percent said they or a co-worker had taken time off due to customer aggression
The research also points to gaps in how employers respond. Only 55 percent of workers said reporting incidents leads to meaningful action, suggesting a lack of confidence in workplace protections.
“If frontline workers feel their employer believes aggression is inevitable and won’t act when incidents occur, businesses risk absenteeism, disengagement and burnout,” Ring said.