27-Fold Difference in Resolution Rates: Study of 10,000 Workers on Customer Harassment

Humap, an employee enablement service operated by Asmarq (HQ: Shibuya-ku, Tokyo; Representative: Shoichi Machida), released its report on the 'Customer Harassment Resolution Status Survey' conducted among 10,000 workers nationwide on May 21, 2026.

This study, conducted annually as benchmark data for the corporate compliance and harassment prevention package 'CHeck', investigates the turning points for resolving customer harassment cases. Amidst rising social concern, many companies report that reporting hotlines are underutilized or that cases remain unresolved. This large-scale survey analyzes the correlation between post-incident actions and corporate support structures.

Key Findings:
- Resolution rate discrepancy: The resolution rate for those with sufficient support is 59.5%, compared to only 2.2% for those without, representing a 27-fold difference.
- Behavioral impact: Over half of those without peer support reported taking 'no action' following an incident, suggesting that psychological safety is essential for seeking help.
- Risk factors: Lack of support is associated with a 1.9-fold increase in turnover intentions and a 1.7-fold increase in health risks, such as insomnia.

Results indicate that while over 70% of individuals in well-supported environments seek help from supervisors or seniors, half of those in unsupported environments take no action. The data suggests that corporate support structures have a greater impact on case resolution than the nature of the incidents themselves.

About Asmarq:
Asmarq specializes in marketing research leveraging one of the industry's largest monitor databases. Applying over 20 years of research expertise, the company's HR Tech division, 'Humap', supports the resolution of organizational issues.