New data unveils impact that customer abuse has on staff
A SWEEPING majority of frontline workers across Scotland has reported that customer abuse has caused them stress and anxiety and has reduced their confidence at work.
This is according to new data from HALOS, a body-worn cameras firm, which found that 90% of Scottish frontline workers have said customer abuse has caused them stress and anxiety.
Further to this, 54% reported they had face some form of customer abuse in the last 12 months and 71% now said they had experienced reduced confidence in being able to perform their job as a result.
This comes as part of HALOS’s new ‘Not Part of the Job’ report which surveyed 1,000 frontline workers across the whole of the UK and has revealed that the pressure on workers is starting before the working day even begins and taking its toll outside of working hours.
Among those who faced customer abuse across the whole of the UK over the last 12 months, more than two in five (42%) agreed that they struggle to “reset” or to continue as normal after an encounter. Additionally, 34% of workers said the impact now affected their mental health and 30% even said it has disrupted their sleep, highlighting the wider impact this has on workers.
This report follows on from Police Scotland’s Recorded Crime in Scotland report for 2025-26 which found shoplifting rates and retail worker abuse increased across the country over the course of the year.
HALOS reckons it can provide a solution to support these workers through its body-worn camera tech, with 55% of frontline workers believing measures such as these cameras or CCTV can help to discourage abusive behaviour from customers.
Alan Ring, chief executive at HALOS, said: “For too many workers, the impact of customer abuse stays with them long after the moment has passed. Incidents can dent confidence, affect wellbeing, and even disrupt sleep. When that happens, it’s a warning sign that something isn’t working.
“Nobody should go into work bracing themselves for conflict, and no one should be left to manage alone when situations escalate. The support around workers matters. It shapes how safe they feel, how they approach customers, and how quickly they can recover.
“With workers stressed, anxious and running on little sleep, employers need preventative measures where possible, fast backup when things escalate, and proper care afterwards so they aren’t expected to carry on as if nothing happened. Because when that support isn’t there, it can affect performance, increase turnover and ultimately impact the customer experience.”
