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More than 14 million people in the UK witnessed violence or abuse against retail workers in the past year, according to new BRC-Opinium survey data.
One in five people, or 21%, saw incidents including racial or sexual abuse, physical assault, or threats with weapons. This figure shows little improvement on the previous year, when 23% of customers witnessed such events.
Nearly a quarter of people, or 23%, witnessed shoplifting. Retailers stated that organised criminal gangs increasingly target high-value goods for resale. The figure was almost unchanged from 24% last year.
Separate British Retail Consortium data revealed 1,600 incidents of violence and abuse against retail workers occurred every day last year. While lower than the previous year, it remains the second highest level on record.
Records include 118 incidents involving physical violence and 36 involving a weapon. Abuse is not limited to store staff, as delivery drivers frequently face threats and physical violence.
Retailers spent an estimated £5bn fighting crime over the past five years. This investment includes CCTV, security personnel, and body-worn cameras. These costs limit further investment and contribute to higher prices for customers.
Regional experiences vary across the UK. London recorded the highest proportion of people witnessing violence at 32%, followed by Yorkshire and Humberside at 26%. The East of England recorded the lowest figure at 13%.
For shop theft, London and the West Midlands recorded the highest levels at 29%. Yorkshire and Humberside and the North West followed at 26%, with the South East at 25% and the South West at 24%.
The government is addressing the issue through the Crime and Policing Bill. The legislation includes a standalone offence to help police allocate resources. It also removes the £200 threshold for low-level theft.
Chief executive of the British Retail Consortium, Helen Dickinson, said: “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.
“The Crime and Policing Bill is an important step towards protecting retail workers and tackling crime. But as drafted, it falls short. Retail workers in England and Wales deserve the same protections as those in Scotland, including delivery drivers. Everyone in a customer-facing role should be protected – no exceptions.”
