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Aggressive Customer Survey
1.
Name
2.
Branch/workplace
3.
Workplace Postcode-
4.
State
5.
Company
6.
What is your Gender?
Male
Female
Other
7.
What is your age?
8.
Have you been subject to verbal abuse from a customer?
Yes
No
9.
If Yes, have you been subject to verbal abuse in the past 12 months?
Yes
No
10.
If Yes, how often have you been subject to verbal abuse from a customer in the last 12 months?
11.
How often have you felt threatened by a customer in the last 12 months?
12.
Have you noticed any increase in customer abuse since the Royal Commission started?
Yes
No
13.
What led you to believe that the abuse was triggered by the Royal Commission (tick all that apply)
The customer specifically mentioned the Royal Commission during the exchange
It was on the same day that there was lots of media about the Royal Commission
The abuse was triggered by a discussion about the Royal Commission
Other (please specify)
14.
Have you ever been a victim of physical violence from a customer in your workplace?
Yes
No
15.
If yes-Please tell us a little bit about the incidents of physical violence you have experienced
16.
Has the customer(s) who have been abusive, generally been known to you or other employees in your workplace?
Yes
No
17.
Has customer abuse ever been directed to you online in the past 12 months?
Yes
No
18.
In the last 12 months, has the same customer been abusive or violent towards you, or a group of employees, on more than one occasion?
Yes
No
19.
In the last 12 months, would you describe customer abuse directed at you as generally being perpetrated by:
Female customers
Male customers
Both Male and Female
Unsure
Not applicable
20.
Have you ever reported an incident of customer abuse or violence to your employer?
21.
If no, why was the incident not reported?
22.
If yes, who did you report the incident to?
Branch Manager/Team Leader
Area Manager/Support
Incident report
Human Resources
Other (please specify) –
23.
If yes to 20, was the process easy?
24.
What action was taken in response to your report about the incident? (tick all that apply)
Security called
Police called
Customer warned
Customer banned
Unsure
No action
Other (please specify)-
25.
Do you think this was a satisfactory response?
Yes
No
26.
What positive actions has your employer taken in response to an incident of customer abuse or violence? (tick all that apply)
Reported incident to security
Called police
Increased security
Banned customer
Offered counselling
Changed affected roster
No positive action taken
Other (please specify)
27.
Are you aware of any Branch/workplace or company policies in relation to dealing with situations involving abuse or violence?
Yes
No
28.
In the last 12 months have you received any training on how to deal with threatening situations that includes abusive or violent customers?
Yes
No
29.
What more could your employer do to support employees if they have been subjected to customer abuse or violence?
30.
What more could your employer do to prevent incidents of customer abuse or violence in your workplace?
31.
Please list any factors you think may contribute to the incidence of customer abuse or violence in your workplace
32.
I would be willing to share my experience, please contact me Yes
Yes
No
33.
Are you a member of the FSU?
Yes
No
34.
If no, would you be interested in joining the FSU?
Yes
No