Retail workers are under siege – and today’s latest figures from the Retail Trust lay bare just how widespread and relentless the abuse has become.

The latest numbers showed more than three-quarters of shop staff (77%) have experienced intimidating behaviour in the past year, while a quarter (23%) were physically assaulted.

The survey also found 43% of staff said they face some kind of abuse or attack every week. This marks a jump of 10 percentage points compared to last year, when one in three (33%) shopworkers said they experienced weekly verbal or physical assaults.

These are truly upsetting findings, but sadly they are anything but surprising. For at least the past two years, retail workers have been going into stores in the full knowledge they are on the frontline of a rising tide of anger, hostility and violence.

It’s a far cry from five years ago, when shopworkers, particularly those working in grocery stores, were hailed among the heroes of the pandemic. That was a time when they were willingly going into stores and putting themselves at greater risk so the UK public could buy the food needed to feed themselves and their loved ones.

Many of those same staff are now heading into work, day in and day out, knowing they are genuinely at risk of being verbally or physically assaulted. It is both ridiculous and heart-breaking.

The social factors impacting respect for retail staff

There are clearly some deep social malaises at play here, and there will be no quick fixes to society’s ills. Making shopworker assault a standalone offence, with a maximum prison term of six months, is a key element of the Crime and Policing Bill, currently going through parliament. This is a necessary measure, and one which will hopefully act as a deterrent against those criminals who view retail as a soft target – or worse, see shoplifting or threatening workers as victimless crimes.

With a cynical hat on, reality suggests this is unlikely to prove a magic wand for retailers and their staff.

Without getting too upset about finding solutions, there is still plenty that can be done. That is why the Retail Trust’s Let’s Respect Retail campaign is not only welcome but timely, and crucially comes with plenty of common sense. The crucial element of the campaign is about trying to bring back “humanity to the high street”.

I would like to think everyone reading this article is unlikely to ever verbally or physically attack a shopworker. But at the same time, how many of us take the time to balance the ledger with a proper greeting to a shopworker, a smile, hello and goodbye, and – crucially – a thank you?

There are so many examples of great customer service in retail. This weekend I visited a large local M&S with my wife. The service we received from multiple members of staff both in the store itself and the café was exceptional. When this happens, let’s celebrate it, make shopworkers feel supported and – as the campaign suggests – “let’s respect retail”.

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