Abstract
“I am glad this is an area of research I have worked in many retail jobs and banking seems to bring out the worst in customers and aggression incidents seem so much higher in the banking industry than other jobs” - Verbatim response Australian Bank worker.This study investigates the phenomenon of customer aggression within the Australian banking sector, aiming to understand its manifestation, triggers, and impacts on both employees and overall service delivery. The approach included an online survey, with the ability for respondents to provide verbatim responses to some questions that provided comprehensive insights gathered from bank employees across various banks and branches throughout Australia. The quantitative analysis revealed a significant correlation between high-stress banking environments and the frequency of aggressive customer incidents, with notable variations across demographic groups and service contexts. The majority of participants (41.6%, n=62) reported experiencing 2 to 5 aggressive customer incidents during the study period, with 30.9% (n=46) reporting over 10 incidents, 21.5% (n=32) experiencing 6 to 10 incidents, and 4.7% (n=7) reporting a single incident.
Qualitative findings from the survey highlighted key factors contributing to customer aggression, such as financial stress, perceived service inadequacies, and communication breakdowns. Quantitative analysis identified specific predictors of aggressive behaviour, including wait times, transaction complexity, and prior negative experiences. It also assessed associations between customer demographics and aggression patterns, confirming significant associations in several cases.
An intriguing finding of this study was the fact there was the existence of a formal "death threats" category in the Australian Bankers Association Incident Reporting Framework highlighting the alarming escalation of customer aggression in banks, with multiple frontline workers recounting direct life-threatening incidents and calling for stronger safety protocols to protect staff from violent and unpredictable customers.
These findings underscore the need for targeted interventions, including staff training on conflict de-escalation, enhanced customer communication strategies, and systemic improvements in service delivery. By addressing the root causes of customer aggression, the Australian banking sector can improve employee well-being and customer satisfaction, ultimately fostering a safer and more positive banking environment.
| Date of Award | 21 Jan 2025 |
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| Original language | English |
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| Supervisor | Francis Pakes (Supervisor), David Shepherd (Supervisor) & Branislav Hock (Supervisor) |