A comprehensive new survey has revealed that more than a fifth of people in the UK witnessed violence or abuse against retail workers over the past year. The poll, conducted by Opinium for the British Retail Consortium (BRC), found that 21% of customers observed such distressing incidents while shopping.
Nature of Incidents and Regional Variations
The survey documented a range of serious incidents, including racial and sexual abuse, physical assault, and threats made with weapons. While this figure represents a slight improvement from the previous year's 23%, it remains alarmingly high.
Regional data shows significant variation across the country. London recorded the highest rate, with 32% of residents witnessing violence and abuse while shopping. This was followed by Yorkshire and Humberside at 26%, and the North East at 23%. The East of England reported the lowest incidence at 13%.
Shoplifting Observations and Criminal Patterns
The survey also examined shoplifting observations, finding that nearly a quarter of people (23%) have witnessed theft in retail environments—a figure almost unchanged from 24% the previous year.
London and the West Midlands topped this category with 29% of residents witnessing shop theft, followed by Yorkshire and Humberside and the North West (26%), the South East (25%), and the South West (24%).
Retailers reported that organised criminal gangs are increasingly targeting high-value goods that can be easily resold, contributing to the persistent problem.
Daily Impact and Financial Consequences
Previous BRC data revealed there were 1,600 incidents of violence and abuse against retail workers every day last year—the second highest level on record. This included 118 daily incidents involving physical violence and 36 involving weapons.
The BRC noted that delivery drivers are also frequently subjected to abuse, physical violence, and weapon threats while performing their duties.
Retailers have spent an estimated £5 billion combating retail crime over the past five years, investing in security measures including CCTV systems, security personnel, anti-theft devices, and body-worn cameras. These substantial costs add to existing financial pressures, limit investment opportunities, and ultimately contribute to higher prices for consumers.
Legislative Developments and Industry Calls
The upcoming Crime and Policing Bill will remove the £200 threshold for "low level" theft, which the BRC says sends "a clear signal that all shoplifting will be treated seriously."
However, the retail body argues the legislation needs to go further by extending protections to all customer-facing retail workers, including delivery drivers. Currently, retail workers in England and Wales do not receive the same legal protections as those in Scotland.
BRC chief executive Helen Dickinson emphasized the human impact, stating: "For too many people, violence and abuse are now part of the shopping experience. An incident might last seconds, but for workers and bystanders, the impact can last a lifetime."
She added: "The Crime and Policing Bill is an important step towards protecting retail workers and tackling crime. But as drafted, it falls short. Everyone in a customer-facing role should be protected—no exceptions."
