New research highlights the growing risks facing retail workers, with violence, intimidation and abuse affecting both their safety at work and their wellbeing.

Retail workers are facing increasing levels of abuse from customers, with new research from the Retail Trust highlighting the scale of the problem ahead of the busy Christmas shopping period.

The charity's latest survey of 1,138 shop workers found that 79% had experienced an abusive or violent situation in the past year. More than half (54%) said they now face abuse every week, compared with 33% in 2024.

The findings raise important health and safety concerns for employers, particularly around violence at work, lone working and the support available to employees following an incident.

The risks facing frontline workers

The research found that 23% of shop workers had experienced a physical attack, such as being kicked or hit. Meanwhile, 38% said they or a colleague had been filmed without consent, up from 30% the previous year.

The impact goes beyond the immediate incident. Among workers affected by abuse, 70% said they felt stressed or anxious about going to work, while 36% felt unsafe in their workplace. A further 21% said they felt unsafe travelling to or from work.

Almost half (48%) said worsening abuse had made them consider leaving their job or the retail industry altogether.

For employers, these figures highlight the need to treat violence and aggression as a workplace safety risk, rather than an unavoidable part of working with the public. This includes having clear procedures for reporting incidents, assessing risks and making sure employees know how to get help.

Why lone working needs attention

The risks can be particularly concerning for employees working alone, especially in smaller shops, convenience stores and locations with limited staffing.

Without colleagues nearby, lone workers may have fewer opportunities to get immediate support if a customer becomes aggressive or a situation escalates. Risks can also extend beyond the workplace, with some retail staff facing threats about being followed or approached after their shifts.

One shop owner involved in the Retail Trust research described how two young female employees had left their jobs after customers threatened to wait for them outside the store.

This highlights why lone working arrangements need to be considered as part of wider workplace risk assessments. Employers should look at when and where staff work alone, how they can raise an alarm, what support is available during an incident and how they will be checked on afterwards.

Putting worker safety first

The Retail Trust has launched its Let’s Respect Retail campaign, working alongside the Association of Convenience Stores, Usdaw and the National Business Crime Centre to encourage greater respect towards shop workers.

While changing customer behaviour is an important part of tackling the issue, employers also have a responsibility to make sure staff are protected and supported.

This means taking reports seriously, providing appropriate training, reviewing safety procedures and ensuring workers have access to support following physical or verbal abuse.

As the Christmas shopping period approaches, the findings are a reminder that the safety of frontline workers needs to remain a priority, whether they are working as part of a large team or spending a shift alone.

Explore lone worker safety at The Health & Safety Event

Lone working and the risks faced by employees working without direct supervision will also be explored at Lone Worker Safety Live, taking place at The Health & Safety Event, NEC Birmingham, from 27-29 April 2027.

The dedicated feature will bring attention to the challenges of protecting lone workers and the approaches employers can take to improve their safety.

👉 Register your interest for The Health and Safety Event 2027 HERE.

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