Nearly a quarter of the UK population (24%) have witnessed shop theft taking place while at a shop in the last 12 months. That is equivalent to over 16 million people witnessing these events. These shocking statistics were revealed by the latest BRC-Opinium survey data.
The data also shows 23% of customers have witnessed the physical or verbal abuse of shop staff. This can include racial or sexual abuse, physical assault or threats with weapons.
The research comes as the UK experiences record levels of retail crime with 20 million incidents of theft last year, and incidents of violence and abuse climbing to over 2,000 per day. Separately, Usdaw – the shopworkers’ union – have produced their own survey showing 77% of retail staff experiencing abuse, 53% threats, and 10% assault. These incidents are not restricted to those working in stores: delivery drivers are often subjected to abuse, physical violence, and threats with weapons. As a result, many are being equipped with protective measures, such as personal safety devices to alert the police of their whereabouts, and DNA spit testing kits.
Crime cost retailers an eye-watering £4.2bn last year. This includes £2.2bn from shoplifting, and another £1.8bn spent on crime prevention measures such as CCTV, more security personnel, anti-theft devices and body worn cameras. These costs add to the wider cost pressures retailers already face, further limiting investment and pushing up prices for customers everywhere.
There are stark differences between cities in the UK. Customers in Nottingham saw the most shoplifting, with just under a third (32%) of people witnessing an incident. London followed close behind at 29%, followed by Southampton (28%) and Leeds (26%). Meanwhile, Plymouth and Belfast saw the least at 12% and 13% respectively.
A similar pattern also existed for abuse of colleagues. Customers in London witnessed the most incidents of physical or verbal abuse at 30%. Nottingham and Liverpool were close second at 29%, with Manchester at 27% of customers.
The government is taking action to address retail crime through the new Crime and Policing Bill. 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 also seeks to remove the £200 threshold of ‘low level’ theft, which will send a clear signal that all shoplifting is unacceptable and will not be tolerated. But, this Bill needs to go further and protect all retail staff working in customer facing roles, including delivery drivers, just as the Workers Protection Act does in Scotland.
Helen Dickinson, chief executive of the British Retail Consortium, said: “Seeing incidents of theft or abuse has become an all-too-common part of the shopping experience for many people. While an incident can be over in a matter of seconds, it can have life-long consequences on those who experience it, making them think twice about visiting their local high streets. Criminals are becoming bolder and more aggressive, and decisive action is needed to put an end to it. The Crime and Policing Bill is a crucial step in providing additional protections to retail workers. However, in its current proposed form, it does not afford all retail workers the same protections as those working in Scotland, where delivery drivers are also protected. The Bill must protect everyone in customer facing roles in the industry.”
Percentage of people who have witnessed shoplifting in past 12 months
| RANKING | CITY | % witness to shoplifting |
| 1 | Nottingham | 32% |
| 2 | London | 29% |
| 3 | Southampton | 28% |
| 4 | Leeds | 26% |
| 5 | Manchester | 25% |
| 6 | Birmingham | 23% |
| 7 | Newcastle | 23% |
| 8 | Sheffield | 22% |
| 9 | Brighton | 21% |
| 10 | Liverpool | 20% |
Percentage of people who have witnessed physical or verbal abuse of shop staff in past 12 months
| GROWTH RANK | CITY | % witness to violence/abuse |
| 1 | London | 30% |
| 2 | Nottingham | 29% |
| 3 | Liverpool | 29% |
| 4 | Manchester | 27% |
| 5 | Southampton | 22% |
| 6 | Leeds | 20% |
| 7 | Birmingham | 20% |
| 8 | Brighton | 19% |
| 9 | Newcastle | 18% |
| 10 | Norwich | 18% |
Nick Fisher, CEO of Facewatch, the UK’s largest provider of facial recognition technology to retailers, said: “On top of retail crime reaching epidemic levels, the experience of one in four customers witnessing shoplifting right before their eyes is nothing short of disturbing. This is in addition to the violence and aggressive behaviour retail staff are reported to be facing everyday – when they are just trying to do their jobs.
Alan Ring, CEO of body-worn camera company, HALOS: “Today’s news highlights that retailers face mounting pressure to find innovative ways to safeguard both staff and stock. There is an urgent need for smarter solutions that protect employees and reduce losses.
“At a time when retail resources are stretched thin, preventing incidents and improving employee wellbeing should be a top priority. Body-worn camera technology has the power to bridge this gap – deterring theft, de-escalating conflicts, and offering crucial evidence when incidents occur.”
