Customer-facing workers in all sectors report greater hostility, research shows

People in public-facing jobs are facing rising hostility and verbal abuse since the end of the Covid lockdowns, according to organisations which represent them. Half of all shop, transport, restaurant and hotel workers and others dealing regularly with the public have experienced abuse in the past six months, figures from the Institute for Customer Service (ICS) show. This is a 6% rise over May’s 44%. Of those who had been abused, 27% had been physically attacked, it found.

The research comes as trades unions and industry bodies warn of growing public hostility towards workers since Covid’s second wave.