The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet to see it return to pre-pandemic and pre-financial crisis levels.
While many factors are undoubtedly contributing to this stagnation, it is clear from its persistence that we haven’t collectively gotten to grips with the underlying causes.
One issue that continues to hinder progress is the rise in customer abuse directed at public-facing workers. Often overlooked, The Institute’s research highlights clearly that this is a growing threat to not only the physical and mental welfare of our staff, but also the health of our economy.
Our data reveals a troubling 20% increase in incidents of customer abuse since 2024, and that 26% of customer facing workers have taken an average of eight days off as a result.
What’s more, 37% of these workers are considering leaving their jobs due to the abuse they face, with an additional 6% contemplating leaving because of abuse they have witnessed.
A moral issue – and a business challenge
Rising customer abuse is having a significant impact on two of the staffing issues which many businesses find most challenging – sickness and absence, and high turnover.
Both are costly to businesses in terms of recruitment, training, productivity, and overall morale, making it even more difficult to retain talent and maintain cohesion within teams.
This is particularly concerning when we remember that 60% of the UK workforce is in customer-facing roles, ranging from retail and hospitality to transport, call centres, financial services, and utilities.
These workers play a crucial role in the UK economy. The continued erosion of productivity in such vital sections of the workforce directly impacts our overall output as a nation, which further hinders growth prospects. So, the case for action is clear.
A way forward
Businesses have a moral imperative to do what they can to provide their employees with a safe space to work. This means adopting a zero-tolerance approach to abuse by customers, staying in touch with what is happening on the front line, and investing in the training and tools needed to ensure staff are equipped to handle difficult situations.
I know that our members take this issue seriously, but they can’t solve it alone. The Government is currently proposing making the abuse of retail workers a standalone offence, which we welcome as a step forward. However, it is clear from our data that this issue runs across all sectors.
That is why The Institute is making the case to government for the abuse of all customer-facing workers to be made a standalone offence, and why more than 80 business leaders and industry bodies from every sector have signed an open letter calling on the government to protect all frontline workers.
You can also sign up to support our Service with Respect campaign here, adding your voice to more than 330 businesses and parliamentarians in calling for change. Together, I know we can make a positive difference to the safety and wellbeing of our frontline workers. And in doing so, we ensure a healthier, more productive workforce, better able to drive sustainable long-term growth for the UK economy.
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