Retail Trust launches new campaign to support abused shopworkers

One in three shopworkers have subjected to weekly abuse from shoppers according to new research by the Retail Trust.

In a survey of more than 1,000 retail workers, the industry charity found that more than two thirds think verbal and physical attacks from customers have got worse in the last two years as the cost-of-living crisis takes hold across the country while 90% said they had faced abuse at work, with more than eight in ten (84%) verbally assaulted and nearly a third (31%) threatened with violence.

The research also found that more than a quarter do not bother to report difficult incidents to their employer or manager, and of these, 29% didn’t think they would receive any help, thought they might get into trouble (26%) or didn’t know who to turn to (20%). More than two thirds (68%) said they were stressed or anxious about going into work and nearly half (41%) had considered quitting their jobs.

A YouGov poll of 2,000 UK adults commissioned by the Retail Trust found that people blame most of their frustration whilst shopping on not enough staff or checkouts (for 63% of respondents), rising prices (62%) and items being out of stock (55%). It also found that nearly half of people (47%) admit to getting annoyed with a shopworker, delivery driver or somebody working in customer services in the last year. Of these, 19% said they raised their voice or lost their temper.

In response, it has launched a new campaign, Let’s Respect Retail, to protect the wellbeing of the UK’s three million retail workers and end the intolerance epidemic, supported by Theo Paphitis, the British Retail Consortium, and USDAW.

“Being verbally or physically attacked should never be part of anyone’s job but we’re speaking to thousands of retail workers who face this kind of abuse on an all-too regular basis, to the point it’s almost becoming normalised,” said Chris Brook Carter, chief executive of the Retail Trust. “We’re hearing daily from retail workers who are being shouted at, spat on, threatened and hit at work. One shopworker was told by a customer that they hoped they got cancer and died. This is having a devastating and long-lasting impact on real people’s lives. Many are extremely anxious about going into work and having to take time off or even quitting.”

He urged anyone who has experienced abuse in the workplace to contact the Retail Trust helpline.

“We’ve launched the Let’s Respect Retail campaign to end this intolerance epidemic and make our shops safer. Our message at the Retail Trust is clear. Abuse is never part of anyone’s job and if you’re a retail worker encountering abuse, threats or violence, please do report this to your manager and call the Retail Trust’s free helpline if you need any support dealing with your experiences.”

Chief executive of the British Retail Consortium Helen Dickinson said: “No one should go to work fearing for their safety, yet our most recent crime survey showed that there were a shocking 450 incidents of violence and abuse against our retail colleagues every single day. People in retail are there to look after customers, help them find what they need, keep shelves stocked and deliver goods – being threatened or assaulted must not be part of the job. We remind customers to shop kind and be respectful and considerate to retail workers and fellow customers.”

Usdaw General Secretary (the Union of Shop, Distributive and Allied Workers), Paddy Lillis, added: “We very much welcome the Retail Trust’s ‘Let’s Respect Retail’ initiative that seeks to promote respect, kindness and gratitude. This campaign, as well as the strong evidence provided, backs up the work of our own Freedom From Fear campaign and highlights the significant issues faced by retail workers simply as a result of going to work. We are saying loud and clear that abuse is not a part of the job.”