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December 2025 - Retail

Three-quarters of retail workers experience intimidating or violent behaviour, according to new research: A recent survey has highlighted the alarming levels of verbal and physical assaults experienced by retail workers. Over three-quarters (77%) have reported encountering intimidating behaviour from the public in the last year, while nearly a quarter (23%) have experienced physical assault. Many of those affected have shared the negative impact this has had on their mental health, leaving them feeling stressed and fearful for their safety.

The research, conducted by the Retail Trust, a UK charity that supports retail workers, surveyed 1,058 employees from over 200 retailers between July 7 and August 13, 2025. The online survey was supplemented with qualitative feedback from workers regarding the types of abuse and physical attacks they experienced, such as being threatened, shouted at, spat on, hit, or kicked, as well as the emotional toll this has taken.

The findings revealed that of those who experienced verbal and physical assaults in the past year, over two fifths (43%) expressed a desire to quit their job. Additionally, nearly two-thirds (62%) reported feeling stressed or anxious about going into work, while almost half (45%) stated they now feel frightened and unsafe in their work environment.

When it comes to reporting incidents, nearly a quarter (24%) admitted they had not informed their manager because they believed it would not make a difference. The same percentage reported that they would not call the police, stating that previous police responses had been unhelpful.

The study also draws on a separate YouGov poll conducted for the Retail Trust, which examined the public’s interactions with retail staff. Unsurprisingly, the results of the YouGov poll align with the survey findings. It showed that nearly one-third (30%) of UK adults have witnessed someone being rude or abusive towards a shop worker. Furthermore, almost three-quarters (71%) of shoppers admitted to feeling annoyed with retail staff, and over one in ten (13%) admitted to having raised their voice or losing their temper.

Chris Brook-Carter, chief executive of the Retail Trust, said:” It’s time for this to stop but it will take a collective effort. Our message at the Retail Trust is clear. Next time you are interacting with a shop worker, take time to look up, say hello, thank you and smile. Even the simplest acts of recognition can make a huge difference for people who are facing daily hostility, and it will make shopping a better experience for everyone.”

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