Abuse against retail workers has slightly declined but the level of incidences remains “too high”, with nearly three in four still being harassed by customers, new data reveals.
According to trade union Usdaw’s annual crime survey, which polled over 3,000 shopworkers, 71% had experienced verbal abuse in the past 12 months – a 6% drop from last year – including racial slurs, aggressive swearing and sexually explicit language.
It also revealed 48% were threatened by a customer, which is 5% lower than what shopworkers experienced the previous year, while 9% were assaulted – showing a 1% drop.
Shopworkers have highlighted the level of aggression and harassment they are facing on a daily basis.
“Customers grabbed my throat, swore at me, threw things at me. Asked a customer to scan a bag and she got angry and started cursing at me,” said one retail worker.
Another said: “I’ve been spat at, kicked, bag thrown at me, car driven at me in car park and told ‘remember you have to leave work at some point’.”
Retail staff still facing abuse
“This year’s annual survey interim results show a welcome, but slight, downturn in the level of incidents retail workers are experiencing while doing their jobs,” said Usdaw general secretary Joanne Thomas.
“However, it remains shocking that nearly three-quarters of those working in retail are regularly facing abuse from customers, with far too many experiencing threats and violence.
“In the last 12 months, the government has invested in policing, with specific projects to tackle retail crime, and that appears to be having an effect. We know it will take time to turn around 14 years of Conservative police cuts, and the scale of the problem means we also need legislation.”
Co-op director of campaigns, public affairs and policy Paul Gerrard said: “We know the tide of criminality can be turned and we have seen a welcome decline in the level of crime in The Co-op during 2025. However, any level of abuse or assaults against our colleagues is too high.”
BRC crime policy adviser Lucy Whing added: “These figures remain shockingly high. What so many people working in retail face on a daily basis is completely unacceptable and this cannot go on. We hope to see these figures continue to decline, particularly as the Crime and Policing Bill is implemented.”
The new figures come as Crime and Policing Bill enters the committee stage today (10 November). It will remove the £200 threshold for ‘low-level’ theft and introduce a standalone offence for assaulting a retail worker, which will increase sentencing and improve the visibility of violence against retail workers so police can allocate the necessary resources to tackle this challenge.
“We welcome Labour’s Crime and Policing Bill,” said Thomas. “The Chancellor announced funding to tackle the organised criminals responsible for the increase in shoplifting and the government has promised more uniformed officer patrols in shopping areas. It is our hope that these new measures will continue a downward trend in incidents.”
Gerrard added: “It is clear police have changed their response significantly with the implementation of the Retail Crime Action Plan, and the multiple police partnerships we have in place across the UK work effectively to remove the most prolific and persistent offenders off the streets. But this must be just the start.”
Usdaw Respect for Shopworkers Week
Today marks the launch of Usdaw’s Respect for Shopworkers Week. The campaign, which runs every November, aims to highlight and tackle the high levels of verbal abuse, threats and physical assaults that retail and shopworkers face.
It forms part of Usdaw’s wider campaign called Freedom From Fear, which encourages reporting incidents of abuse, engaging with the public, and pushing for improved legal and employer protections.
Thomas said: “This week, Usdaw activists will be campaigning in their workplaces and communities, calling on the shopping public to ‘respect retail workers’ and ‘keep your cool’, particularly in the run-up to Christmas when the number of incidents increases as shops get busy and customers become frustrated. This is a hugely important issue for our members and they are saying loud and clear that enough is enough.”
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