More than half (55%) of incidents of violence and abuse against retail workers go unreported, according to new research by Alliance Manchester Business School (AMBS) in collaboration with the retail industry charity the Retail Trust – pointing to a hidden dimension of workplace abuse in the sector.
The findings suggest the true scale of the problem is likely to be significantly higher, as retailers face mounting pressure to tackle rising levels of shopfloor abuse and improve protections for frontline staff.
In response, Alliance Manchester Business School (AMBS), in collaboration with the Retail Trust, has launched new best practice guidance to help retailers prevent and manage violence and aggression in the workplace – offering a comprehensive, evidence-based framework tailored specifically to retail environments.
Developed as part of the Retail Trust’s Let’s Respect Retail campaign, the guidance provides practical, evidence-based recommendations to support businesses in protecting frontline staff from verbal abuse, threats and physical harm, ranging from customer intimidation to physical assault.
The guidelines are underpinned by extensive academic research led by Professor Sheena Johnson and Dr Kara Ng at AMBS, alongside Dr Lynn Holdsworth, through the Violence and Aggression Research Network (VARN). The team combined survey data, industry insight and qualitative research to better understand both the scale of the issue and the most effective ways to address it.
Previous research from the Retail Trust’s Let’s Respect Retail campaign found that more than three quarters (77%) of retail workers experienced abuse in the last year, with 43% facing it on a weekly basis.
The findings highlight the significant human and business impact of retail abuse. More than six in ten (62%) retail workers report feeling stressed and anxious about going to work, while 43% say they are considering leaving the sector altogether as a result of abuse. Nearly a quarter (23%) have experienced physical assault, and almost half (45%) say they feel unsafe at work, according to the Retail Trust’s research, underlining the growing risk to the sector’s workforce pipeline.
The findings also point to the need for a coordinated response across the sector, with retailers, policymakers and law enforcement all playing a role in tackling abuse and improving protections for frontline staff.
Professor Sheena Johnson, Professor of Work Psychology and Wellbeing at AMBS, said: “Work-related violence and aggression in the retail sector is a widespread and escalating threat to employee wellbeing and the sustainability of the workforce.
“Our research shows the profound impact this behaviour is having on individuals, from anxiety and burnout to decisions to leave the sector entirely. These guidelines translate robust academic evidence into practical steps that organisations can take to better protect their people and create safer, more respectful working environments.
“While retailers have a critical role to play, addressing this issue also requires a broader, joined-up response involving policymakers and law enforcement.”
Chris Brook-Carter, chief executive of the Retail Trust, said: “Many people tell us they feel unsafe going into work and are considering leaving the retail sector because of the abuse and violence they face. Some even say they don’t report incidents to their employers or the police because they don’t know how or don’t think this will make a difference.
“More retailers than ever before are working with the Retail Trust to protect their people’s safety and wellbeing and show that this abuse will not be tolerated but the entire industry needs to step up and get behind these efforts
“These new guidelines show the practical steps employers can take, from clearer reporting processes and new training to help staff deal with incidents to comprehensive wellbeing support for anyone affected.”
The guidance offers a flexible framework of actions for retailers, including improving incident reporting, strengthening staff training, identifying high-risk situations, and providing better support for colleagues affected by abuse. It is designed to be adaptable for organisations of all sizes, from large national chains to independent retailers, which is particularly important as smaller businesses often face the greatest resource constraints in tackling abuse.
By combining academic expertise with real-world retail insight, the new guidelines aim to equip businesses with the tools needed to respond to a growing and complex issue – and to drive long-term cultural change across the UK retail sector at a critical moment for the high street.
The full guidelines, Managing violence and aggression in retail: Best practice guidelines, are available to download here.
