Almost a fifth of Scottish shoppers (19%) have witnessed verbal
or physical abuse of shop staff in the last 12 months according
to a new survey by the Scottish Retail Consortium. This can
include foul or derogatory language, racial or sexual abuse,
physical assault or threats with weapons.
The shocking statistic was revealed in the latest SRC-Opinium
survey. The data also shows 18% of customers have witnessed
shoplifting taking place while at a store in the last 12 months.
7% have witnessed people damaging store property such as
displays, merchandise, and fittings.
The research comes as Scotland experiences record levels of
thieving from stores. Last month official data showed thefts from
shops spiking by 15% last year to 50,300 incidents, which is
almost 140 incidents a day.
Crime against retailers in Scotland costs tens of millions of
pounds each year, through thefts but also spending by stores on
crime prevention measures such as CCTV, more security personnel,
anti-theft devices and body worn cameras. The financial cost
is significant, adding to the wider cost pressures retailers
already face, and is ultimately paid by customers through higher
prices and less convenient shopping.
Following representations from the Scottish Retail Consortium and
others, the Scottish Government has funded the creation of a
Retail Crime Taskforce by Police Scotland with annual funding of
£3 million over each of the next three years.
David Lonsdale, Director of the Scottish Retail
Consortium, said:
“Abusive or violent behaviour towards shop staff is utterly
reprehensible and wholly unacceptable. These stark figures show
witnessing such incidents of theft or abuse has become an
all-too-common part of the shopping experience for many Scots.
“While an incident can be over in a matter of seconds, it can
have life-long consequences on those who experience it.
Experiencing the reality of retail crime makes shoppers think
twice about visiting their local high streets, undermining the
health and vitality of Scotland's retail destinations. Despite
better legal protections for shopworkers and record spending by
retailers on crime prevention we know from member feedback that
criminals are becoming bolder and more aggressive.
“Sustained action is needed to get on top of this scourge and in
particular to apprehend and deal firmly with persistent
perpetrators. Thankfully, we're seeing a greater prioritisation
being given to tackling retail crime. Police Scotland's new
Retail Crime Taskforce has been well received and the early
results are encouraging, making for a more difficult environment
for shop thieves. However, if we are to truly turn the tide on
retail crime it's crucial this greater prioritisation, funding
and focus on persistent offenders and organised criminal gangs
which target retailers is seen right across the criminal justice
system including in the courts. Those stealing from stores need
to know they'll be apprehended and face the consequences.”
- ENDS -
Note: The Scottish Retail Consortium-Opinium Research Consumer
Sentiment Monitor was undertaken between 10 and 13 February 2026.
