Four in 10 retail workers are at risk of quitting over issues including abusive customers and the cost of living, new research claims.
If all those posing a ‘flight risk’ were to leave at once, the UK industry would face a £7.8bn recruitment bill to replace them, according to Retail Trust.
Research for the charity’s Health of Retail report 2025, including a survey of over 1,300 retail workers and managers, concluded 1.5 million – 41% of the workforce – were at risk of quitting last year. Cost analysis bringing together findings from a range of sources showed the bill to replace one worker was £5,195, according to the Retail Trust.
The trust is running online training sessions designed to help workers cope with antisocial behaviour in the run-up to Christmas, including advice on body language and choice of words, as well as recovery strategies.
Two-thirds (66%) of retail managers surveyed said customer abuse had impacted their team’s wellbeing over the past year, according to the trust.
“Thoughtless, unkind and aggressive behaviour is having a significant impact on the wellbeing of British retail workers and could lead to many dropping out of the workforce,” said Retail Trust CEO Chris Brook-Carter.
“Retail leaders we spoke to for the Retail Trust’s report told us their staff face a wide range of abuse, from disrespectful signs of impatience and rude comments to unacceptable outbursts, violent assaults and theft.”
The research also found 39% of workers blamed cost of living increases for a deterioration in their mental health and 17% were struggling to meet monthly outgoings, a number unchanged since the previous year. Some 71% said they had cut down on their spending to cope with rising bills.
The Retail Trust is running three online training sessions on coping with abuse, on 21, 22 and 23 October, with each 15-minute session also available to watch on demand until 31 October.
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