Over 90% Experienced Damage! Reality of Customer Harassment Revealed by Survey of 300 People and "Fatal Delay" in Corporate Countermeasures
A survey of 300 employees by F&M Net Co., Ltd. revealed that over 90% have experienced or witnessed customer harassment (KasuHara), with abusive language and shouting being the most common forms. With counter-harassment measures set to become mandatory in October 2026, companies are critically behind in their preparations, leading to severe impacts like strong stress and increased employee turnover.
📋 Article Processing Timeline
- 📰 Published: May 11, 2026 at 20:33
- 🔍 Collected: May 11, 2026 at 12:01
- 🤖 AI Analyzed: May 11, 2026 at 12:31 (29 min after Collected)
F&M Net Co., Ltd. (Headquarters: Suita City, Osaka Prefecture; Representative Director and President: Yasuhiro Ueeda) conducted a survey on customer harassment (KasuHara) targeting 300 male and female employees working at companies, through "Romu SEARCH," a business media for management departments.
300 people responded! Customer Harassment Survey [2026]
Full article here
Background of the Survey
In recent years, "customer harassment (KasuHara)" has attracted increasing attention as a social issue. Unreasonable demands and verbal abuse from customers and business partners deeply wound frontline employees and have a significant impact on corporate management itself. While KasuHara countermeasures are scheduled to become mandatory for all business operators in October 2026, are companies keeping up with preparations?
This time, Romu SEARCH conducted a survey on KasuHara. Romu SEARCH will continue to conduct surveys that can solve the problems of management departments and provide valuable information useful for back-office operations.
■■Request regarding citation and reproduction of this survey■■
When citing or reproducing data from this survey, please be sure to state "Source: Romu SEARCH (https://romsearch.officestation.jp/report/56397)".
Main Survey Results
- Approximately 70% experienced KasuHara.
- Specific content of KasuHara: "Verbal abuse/shouting" was overwhelmingly the most common at 78.5%.
- Impact of KasuHara: 58.3% felt "strong stress/mental exhaustion."
- Company policies/manuals: 30.3% had "none."
- Response to KasuHara incidents: Approximately 27% "had no choice but to deal with it alone."
- Implementation of in-house training/education: 63.3% "have not received it."
- Consultation services/mental care systems: "None" was the most common at 44.7%.
- Awareness of the October 2026 obligation: A majority "learned about it for the first time this time."
- Risks of leaving KasuHara unattended: "Increased turnover/leave" was the biggest concern at 47.3%.
- Measures required from companies: "Manual preparation" and "strengthening consultation services."
● Approximately 70% experienced KasuHara.
Have you personally experienced acts that could be considered customer harassment (KasuHara) from customers or business partners?
When asked about experiences of acts considered KasuHara, "1-2 times" was the most common at 40.3%, and combined with "multiple times" (28.0%), a remarkable 68.3% had personally experienced harm.
Furthermore, including "I haven't, but I've seen or heard colleagues at work experience it" (23.0%), a total of 91.3% have had some form of contact with KasuHara. Only 8.7% answered "none."
These figures indicate that KasuHara is no longer merely a problem for certain industries or specific employees, but a structural issue prevalent throughout the workplace. Especially the approximately 30% who answered "multiple times" are highly likely to be chronically exposed to harassment, requiring urgent countermeasures.
● Specific content of KasuHara: "Verbal abuse/shouting" was overwhelmingly the most common at 78.5%.
What kind of KasuHara content did you experience or witness?
Regarding the content of experienced or witnessed KasuHara, "verbal abuse/shouting" was overwhelmingly the most common at 78.5%. This was followed by "persistent and repeated unreasonable complaints" at 61.3%, with these two being particularly prominent.
After that, "personal attacks/slander against the person in charge" was 22.3%, "demands for excessive apologies/bowing" 17.2%, "demands for unfair monetary compensation" 12.0%, "threats by hinting at posting on SNS/review sites" 9.5%, "other" 6.2%, and "physical contact/violence" 5.5%.
Notably, about 10% involve threats using SNS as a weapon. As a new form of KasuHara unique to the digital age, companies need to implement comprehensive measures that include managing reputation risks on review sites and SNS.
Also, the fact that 5.5% involve "physical contact/violence" is a figure that cannot be taken lightly from the perspective of ensuring employee safety.
● Impact of KasuHara: 58.3% felt "strong stress/mental exhaustion."
What kind of impact did you experience when you received (or witnessed) KasuHara?
Regarding the impact of receiving KasuHara, "felt strong stress/mental exhaustion" was overwhelmingly the most common at 58.3%, followed by "decreased motivation for work" at 22.0%. There were also serious responses such as "considered taking leave/resigning" at 3.7%. On the other hand, "no particular impact" was 8.3%, and "don't know as I haven't experienced it" was 7.7%.
Over 80%
300 people responded! Customer Harassment Survey [2026]
Full article here
Background of the Survey
In recent years, "customer harassment (KasuHara)" has attracted increasing attention as a social issue. Unreasonable demands and verbal abuse from customers and business partners deeply wound frontline employees and have a significant impact on corporate management itself. While KasuHara countermeasures are scheduled to become mandatory for all business operators in October 2026, are companies keeping up with preparations?
This time, Romu SEARCH conducted a survey on KasuHara. Romu SEARCH will continue to conduct surveys that can solve the problems of management departments and provide valuable information useful for back-office operations.
■■Request regarding citation and reproduction of this survey■■
When citing or reproducing data from this survey, please be sure to state "Source: Romu SEARCH (https://romsearch.officestation.jp/report/56397)".
Main Survey Results
- Approximately 70% experienced KasuHara.
- Specific content of KasuHara: "Verbal abuse/shouting" was overwhelmingly the most common at 78.5%.
- Impact of KasuHara: 58.3% felt "strong stress/mental exhaustion."
- Company policies/manuals: 30.3% had "none."
- Response to KasuHara incidents: Approximately 27% "had no choice but to deal with it alone."
- Implementation of in-house training/education: 63.3% "have not received it."
- Consultation services/mental care systems: "None" was the most common at 44.7%.
- Awareness of the October 2026 obligation: A majority "learned about it for the first time this time."
- Risks of leaving KasuHara unattended: "Increased turnover/leave" was the biggest concern at 47.3%.
- Measures required from companies: "Manual preparation" and "strengthening consultation services."
● Approximately 70% experienced KasuHara.
Have you personally experienced acts that could be considered customer harassment (KasuHara) from customers or business partners?
When asked about experiences of acts considered KasuHara, "1-2 times" was the most common at 40.3%, and combined with "multiple times" (28.0%), a remarkable 68.3% had personally experienced harm.
Furthermore, including "I haven't, but I've seen or heard colleagues at work experience it" (23.0%), a total of 91.3% have had some form of contact with KasuHara. Only 8.7% answered "none."
These figures indicate that KasuHara is no longer merely a problem for certain industries or specific employees, but a structural issue prevalent throughout the workplace. Especially the approximately 30% who answered "multiple times" are highly likely to be chronically exposed to harassment, requiring urgent countermeasures.
● Specific content of KasuHara: "Verbal abuse/shouting" was overwhelmingly the most common at 78.5%.
What kind of KasuHara content did you experience or witness?
Regarding the content of experienced or witnessed KasuHara, "verbal abuse/shouting" was overwhelmingly the most common at 78.5%. This was followed by "persistent and repeated unreasonable complaints" at 61.3%, with these two being particularly prominent.
After that, "personal attacks/slander against the person in charge" was 22.3%, "demands for excessive apologies/bowing" 17.2%, "demands for unfair monetary compensation" 12.0%, "threats by hinting at posting on SNS/review sites" 9.5%, "other" 6.2%, and "physical contact/violence" 5.5%.
Notably, about 10% involve threats using SNS as a weapon. As a new form of KasuHara unique to the digital age, companies need to implement comprehensive measures that include managing reputation risks on review sites and SNS.
Also, the fact that 5.5% involve "physical contact/violence" is a figure that cannot be taken lightly from the perspective of ensuring employee safety.
● Impact of KasuHara: 58.3% felt "strong stress/mental exhaustion."
What kind of impact did you experience when you received (or witnessed) KasuHara?
Regarding the impact of receiving KasuHara, "felt strong stress/mental exhaustion" was overwhelmingly the most common at 58.3%, followed by "decreased motivation for work" at 22.0%. There were also serious responses such as "considered taking leave/resigning" at 3.7%. On the other hand, "no particular impact" was 8.3%, and "don't know as I haven't experienced it" was 7.7%.
Over 80%