BRC-Opinium survey highlights scale of violence against retail staff

Over one-fifth of the population (21%) have witnessed incidents including racial or sexual abuse, physical assault or threats with weapons while shopping. This figure shows little improvement on last year, when 23% of customers witnessed such incidents. 

The survey also finds that nearly a quarter of people (23%) have witnessed shoplifting, highlighting the scale of the issue facing stores all over the country. This is almost unchanged from 24% last year. Retailers say organised criminal gangs are increasingly targeting high-value goods that can easily be resold.  

The survey findings come amid persistently high levels of retail crime. Separate BRC data revealed there were 1,600 incidents of violence and abuse against retail workers every day last year. While this is down on the previous 12 months, it remains the second highest figure on record. That number includes 118 incidents involving physical violence and 36 involving a weapon. 

Violence and abuse are not limited to those working in stores: delivery drivers are often subjected to abuse, physical violence and threats with weapons.

Fighting retail crime

Retailers have spent an estimated £5 billion fighting retail crime over the past five years, including on surveillance, more security personnel, anti-theft devices and body-worn cameras. These costs add to existing financial pressures, limiting investment and contributing towards higher prices for customers everywhere.  

Experiences vary significantly across regions in the UK. London recorded the highest proportion of people witnessing violence and abuse (32%). Yorkshire and Humberside followed at 26%, with the North East next at 23%. The East of England recorded the lowest figure, with 13% of customers witnessing an incident. 

The picture is a little different for shop theft. London and the West Midlands recorded the highest level (29%), followed by Yorkshire and Humberside and the North West (26%), the South East (25%) and the South West (24%).

The Government is seeking to address retail crime through the new Crime and Policing Bill, which will soon pass into law. Retailers hope this will play a vital role in protecting retail workers from harm and tackling the surge of theft. 

The Parliamentary Bill includes a standalone offence which will improve the visibility of violence so that police can allocate appropriate resources to the challenge. It will also remove the £200 threshold of ‘low level’ theft, sending a clear signal that all shoplifting will be treated seriously.  

However, according to the BRC, the Bill needs to “go further” by extending protections to all customer-facing retail workers (including delivery drivers), just as the Workers Protection Act does in Scotland.

Substantial impact 

Helen Dickinson, CEO of the British Retail Consortium, 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.”  

Dickinson added: “The Crime and Policing Bill is an important step towards protecting retail workers and tackling crime. As drafted, though, it falls short. Retail workers across England and Wales, including delivery drivers, deserve the same protections as those in Scotland. Everyone in a customer-facing role should be protected. There are no exceptions.”