'1 in 8 Have Witnessed It': Survey of 10,000 Reveals Reality of BtoB Customer Harassment by Employees

A survey of 10,000 workers by Asmarq Inc. revealed that 1 in 8 employees has witnessed a colleague commit customer harassment against a business partner. The rate is notably higher among managers, and many witnesses remain silent, believing reporting is futile.
Survey ReportNQ 88/100出典：PR Times

📋 Article Processing Timeline

  • 📰 Published: May 20, 2026 at 21:00
  • 🔍 Collected: May 20, 2026 at 12:31
  • 🤖 AI Analyzed: May 22, 2026 at 13:36 (49h 4m after Collected)
A survey of 10,000 employed individuals conducted by Asmarq Inc. has revealed that 1 in 8 (11.9%) have witnessed their own company's employees committing customer harassment (known as 'kasuhara' in Japan) against business partners. This research comes as new legal obligations requiring all businesses to implement anti-harassment measures are set to take effect on October 1, 2026. The rate of witnessing such incidents was particularly high among managers at 27.4%. However, approximately 35% of those who witnessed harassment did nothing, with the primary reason being a belief that 'reporting it would be useless' (44.9%). These findings highlight the significant internal risk of BtoB harassment for companies and point to challenges within their internal reporting systems.

FAQ

What was the main finding of this survey on customer harassment?

The survey found that 1 in 8 employees (11.9%) has witnessed a colleague from their own company harassing a business partner or affiliate, which is known as BtoB customer harassment.

Why is this finding particularly important for businesses in Japan right now?

Starting October 1, 2026, all business owners in Japan will be legally required to implement measures to prevent customer harassment, and this obligation includes incidents between businesses (BtoB), not just with consumers (BtoC).

Did the survey show any differences among employee roles?

Yes, managers were far more likely to witness harassment, with a rate of 27.4%, which is over five times higher than that of non-regular employees.

How do employees typically react when they witness this type of harassment?

A significant portion, about 35% of witnesses, reported doing nothing. The most common reason for their inaction was the belief that 'it's useless to report it' (44.9%).

Who conducted this survey and for what purpose?

The survey was conducted by Asmarq Inc.'s 'Humap' service as part of its benchmark data collection for its compliance and harassment countermeasure package called 'CHeck'.

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