BRC: One in five witness retail violence or abuse

More than 14 million people across the UK have witnessed violence or abuse against retail workers in the past year, according to new BRC-Opinium survey data.

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

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

The findings come amidst 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 was down on the previous year, it remained the second highest on record. This included 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.

Retailers have spent an estimated £5bn fighting retail crime over the past five years, including CCTV, more security personnel, anti-theft devices and body worn cameras. These costs add to existing financial pressures, limiting investment and contributing to 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 was 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 in theft.

The 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, 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.

Helen Dickinson, Chief Executive 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.

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

Percentage of people who have witnessed physical or verbal abuse of shop staff in past 12 months

Percentage of people who have witnessed shoplifting in past 12 months