#Customer Harassment #Pasona Safety Net #Better Options

Overview of Customer Harassment in Various Industries

In recent years, customer harassment has emerged as a pressing social issue, prompting businesses, healthcare institutions, educational facilities, and local governments to develop robust systems aimed at safeguarding employees. Plans for legislation requiring measures against customer harassment, specifically the revised Comprehensive Labor Policy Promotion Law, are set to become effective by October 2026.

Research Collaboration

Pasona Safety Net, headquartered in Tokyo and led by CEO Tatsuya Shinmura, collaborated with Better Options, under the guidance of CEO Daisuke Miyauchi, to conduct a comprehensive survey. The research aimed to analyze the relationship between the experience rates of customer harassment and psychological stress responses across various industries, utilizing extensive data from the workforce.

The primary goal of this survey was to recognize customer harassment not merely as an issue for on-site management but as a workplace challenge significantly affecting employees' mental health. The analysis aimed to uncover the realities of customer harassment based on the structural differences across industries and their specific business characteristics.

Survey Overview

The survey was conducted from May to October 2025, targeting a total of 78,513 individuals across 251 organizations that participated in Pasona Safety Net's Occupational Stress Screening Program.

Assessment Method for Customer Harassment

To evaluate the experience of customer harassment, participants were presented with an additional question within the stress check:
Q: