Retail trade union Usdaw has unveiled disturbing findings from its latest annual survey, released to mark the start of Respect for Shopworkers Week starting today (Nov 10), revealing that abuse, threats and violence against retail staff continue to remain at unacceptably high levels.
Interim results from more than 3,000 retail staff responses show that over the past 12 months, 71 per cent of workers reported experiencing verbal abuse (down six percentage points from last year), 48 per cent were threatened by customers (down five points), and 9 per cent were physically assaulted (down one point).
While the figures indicate a marginal improvement on last year, Usdaw said the levels of abuse and aggression continue to be “completely unacceptable” and urged retailers, the public and the government to do more to protect shopworkers on the frontline.
The annual Respect Week runs from 10-16 November, with Usdaw members raising awareness of the union’s year-round ‘Freedom from Fear’ campaign and talking to the public to promote a message of ‘respect for retail workers’.
Joanne Thomas – Usdaw general secretary says, “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.
''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 twelve months, the Government has invested in policing, with specific projects to tackle retail crime, and that appears to be having an effect.
''We welcomed this summer’s town centre crime blitz in over 600 locations, and that it will be repeated this winter. We know that it will take time to turn around 14 years of Conservative police cuts, and the scale of the problem means we also need legislation.
“So we welcome Labour’s Crime and Policing Bill. This new legislation will deliver a much-needed protection of retail workers’ law; end the indefensible £200 threshold for prosecuting shoplifters, which has effectively become an open invitation to retail criminals; along with Criminal Behaviour Orders.
''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.
“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.”
Paul Gerrard, Director - Campaigns, Public Affairs and Policy, Co-op, 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. We welcome the new offence for assaulting retail workers and, ending the £200 theft loophole also sends a loud and clear messages of intent.
''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.
''We will continue to invest significantly in implementing a wide range of safety and security measures, we need the police to continue to attend more often and we need the Government to maintain the focus they have on the issue.
''Shops and shopworkers - especially small stores on High Streets, on local parades and in small precincts - play a vital role in local communities and we must all continue to do all we can to protect them.”