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The research by the Retail Trust found that almost half (47%) of retailers fear for their safety. Some 48% said they don’t get enough support from their employer to deal with the current levels of violence, threats and abuse.
The Retail Trust - which was founded in 1832 and supports people who work or have worked in retail - surveyed 1,240 workers online between 27 August and 5 September. Due to the sensitive nature of the subject, the survey was carried out anonymously.
The research also found that 80% of shop workers and 90% of store managers have faced abusive incidents at work, with 98% verbally abused, 33% threatened with violence, 14% physically assaulted and 10% spat on. Just over three quarters (73%) said they feel unsafe as a result.
Of those who experienced violence or abuse, 64% said it was triggered when they confronted a shoplifter. A further 57% said they have witnessed a product being stolen or damaged.
Chris Brook-Carter, the Retail Trust's chief executive, said the incidents are “both horrifying and heartbreaking”.
“People tell us they have been spat on, had products smashed up in front of them and been filmed on their phones by abusive shoppers who then threaten to post the footage on social media,” he said.
“Thousands are contacting us to say they’re now being forced to consider leaving a job they love and often have worked in for many years because they no longer feel safe there.”
The Retail Trust is now running free training to protect shop workers, as 48% say they don’t get enough support from their employer.
The sessions will be held online and in London from 12 to 14 November, to arm shop staff with new skills to manage challenging in-store situations this Christmas, and deal with any difficult experiences. Retail workers can apply to take part by visiting retailtrust.org.uk/respect.
Helen Dickinson, chief executive of the British Retail Consortium (BRC), said: “The latest findings by the Retail Trust are yet another reminder that we must redouble our efforts to tackle retail violence and that this is essential for healthier and happier workplaces.”
The Retail Trust’s newly launched respect retail campaign is backed by union Usdaw, the BRC and fashion retailers H&M and Frasers Group. It will support businesses to bring in new measures to help staff and adopt a zero-tolerance approach to abuse.
H&M will donate the proceeds of its carrier bag levy during November to help the Retail Trust roll out its free training.
Henrik Nordvall, CEO of H&M UK & Ireland, said: “Every person has the right to feel safe in their workplace, and it is incredibly disheartening to hear the figures released today by the Retail Trust, that paint a picture of what retail workers across the country face on a daily basis.
“The retail industry employs 20% of the UK working population and offers incredible career opportunities for all, however the harsh reality of worker abuse must be addressed to ensure that our colleagues across the sector can reap the benefits and thrive in such an important industry.”
Retail workers can call the Retail Trust’s wellbeing helpline on 0808 801 0808 to speak to a trained advisor for support.
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