The Retail Trust has launched its UK-wide Let’s Respect Retail campaign ahead of the Christmas shopping surge, after new research found that abuse and violence towards shop workers is continuing to rise.
The charity’s annual survey of 1,138 shop workers found 79% had faced an abusive or violent situation in the past year, compared with 77% in 2025. More than half (54%) are now targeted weekly, up from 43% last year and 33% in 2024.
It has been accompanied by a rise in the proportion of shop staff who said they or a colleague had been filmed without consent by mobile phones or smart glasses, from 30% to 38% in a year. Almost one in four (23%) said they had experienced abuse involving a physical attack, such as being kicked or hit.
“No one should face abuse at work and respect can start with something as simple as looking someone in the eye, showing a little patience or simply saying, ‘hello.’”
Chris Brook-Carter, chief executive of the Retail Trust
Impact on wellbeing and retention
Among workers affected by abuse, 70% said they feel stressed or anxious about going to work, 36% feel unsafe at work and 21% feel unsafe travelling to or from their workplace. More than two-thirds (68%) believe dealing with abusive customers has become “part of their job”, while 80% feel they are now expected to put up with rudeness and disrespect.
Almost half (48%) said the worsening abuse has made them want to quit their job or leave the retail industry altogether, up from 43% who said this in 2025.
Shop worker Jane, 60, said: “I’ve been called stupid, sworn at and spoken to in ways that can leave you feeling awful. Sometimes you’re expected to brush it off immediately, put on a happy face and carry on serving the next customer, even when you’re upset.
“Just one positive interaction can lift your spirits. When a customer says ‘hello,’ takes the time to be nice or says, ‘thank you’ it makes you feel valued and puts you in a better frame of mind. It doesn’t take much, but it makes a huge difference.”
Start with hello
However, 83% of retail employees said just one positive interaction with a customer during their shift can help them recover from a negative experience. The campaign is urging shoppers to show greater kindness and respect to shop workers, with calls to “start with hello” appearing in thousands of stores, shop windows, cinemas and shopping centres across the UK.
Chris Brook-Carter said: “Our country’s shop workers have had enough of being shouted at, threatened, and treated with contempt. We’re hearing from people who are frightened to come into work because they don’t know what they’ll face that day, and from others who have been pushed to breaking point by repeated abuse.
“Retail is one of the few places where millions of strangers still interact face-to-face and there has been a disturbing shift over the last few years where behaviour that would once have been considered completely unacceptable is increasingly being seen as part of the job. This is damaging people’s confidence, destroying morale and driving good people out of a sector they once loved.”
What employers can do
The Retail Trust says employers should provide regular training, including refresher training, so staff and volunteers know how to respond safely to abusive behaviour and are confident in de-escalation techniques. Reporting systems should be well understood and easy to use, and businesses should encourage colleagues to report incidents, however minor they may seem.
It also recommends visible messaging that reinforces a zero-tolerance approach to abuse, follow-up support after incidents, and building wellbeing into everyday leadership. The charity’s Living well in retail handbook offers guidance on tackling customer abuse, managing stress and supporting financial wellbeing.
Research methodology
The survey of UK retail workers was conducted anonymously online among people who had previous contact with the Retail Trust between 8 July and 14 August 2026. A separate Early Studies poll for the Retail Trust surveyed 249 UK adults who shop in physical retail stores at least monthly between 30 September and 2 October 2026.
About the Retail Trust
The Retail Trust has supported people working in retail since 1832, providing help to promote hope, health and happiness for people across the sector.
