Fewer than half (48 per cent) of UK frontline workers believe reporting customer abuse or aggression leads to meaningful action, according to new research from body-worn camera company HALOS.
The research, based on 1,000 public-facing frontline workers, found that while 42 per cent had reported the last serious incident they experienced at work, many workers felt there was little follow-up after making a report.
Among workers who had either reported a serious incident themselves or knew a colleague who had, 31 per cent said the report was only acknowledged, while just 20 per cent said support was offered.
Only 14 per cent said they received updates on the outcome of a report, while 8 per cent said there was no response at all.
The findings suggest a gap between having a reporting process in place and ensuring workers have confidence that it will result in meaningful action.
Almost one in five (19 per cent) public-facing workers said reporting incidents was not quick and straightforward in their workplace. Among those who did not report their most recent serious incident, 26 per cent said they did not believe anything would happen.
The research also highlighted concerns around employers' approach to preventing customer abuse, with 19 per cent saying they did not believe their employer was proactive in tackling the issue.
Clearer reporting processes and better communication could improve confidence, according to respondents. Almost a third (31 per cent) said easier reporting and clear updates on outcomes would make the biggest difference to their safety and wellbeing at work.
Technology could also have a role, with 54 per cent saying they would feel safer with better technology to manage and document abusive incidents.
However, 19 per cent said they were not provided with the tools and technology needed to protect staff and ensure incidents were followed up.
Alan Ring, CEO of HALOS, said reporting an incident should be “the start of the process, not the end of it”.
He said a lack of follow-through could undermine confidence in reporting systems and make it harder for employers to identify patterns of abuse, support staff and prevent further incidents.
“If people believe nothing will change, they may be less likely to report the next incident, leaving employers with an incomplete picture of the risks their teams face,” Ring said.
He added that reporting should be quick and straightforward, while workers should be kept informed and managers provided with reliable evidence on which to act.