Shopworker abuse ‘has increased since Covid restrictions ended’

The study, by Foot Anstey, reports that 52% of staff said they had seen a rise in aggressive behaviour from customers when enforcing their store’s Covid safety measures after 19 July – so-called Freedom Day.

The survey of 1,048 shopworkers found 61% had experienced some form of offensive behaviour while working for their current employer, for whom the impact manifested as stress (45%), anxiety (43%) and a loss of self-esteem (19%).

The study has been released in the same week that the government indicated it will not be introducing a specific offence of assaulting shopworkers, because it believes existing laws on violence and assaults are sufficient.

This is despite a long-running campaign by those in the retail business calling for greater legal protection for staff, including an open letter in July signed by 100 retailers and organised by the British Retail Consortium (BRC).

Foot Anstey’s study supports this suggestion of a need for greater protection.

Half of respondents (50%) noted a rise in harassment during the pandemic (versus 42% who did not), and of that group 95% had seen a rise in verbal harassment, one in five (20%) physical harassment, and 5% sexual harassment within their working environment.

Shopworkers identified masks (57%), social distancing (45%), limits on customer numbers in-store (38%) and stock shortages (36%) as the main causes of confrontation.

Nathan Peacey, partner and head of retail and consumer at Foot Anstey,  said: “Our 2021 study paints an unpleasant picture of the experiences of many retail workers during the Covid-19 pandemic.

“It is concerning to see that the majority of these keyworkers faced physical, sexual or verbal harassment as they went about their daily work, and that significant numbers experienced mental health issues as a direct result.

“Creating safe places to work and shop is a key theme for retailers, and we have seen them increase the pressure on government to take effective steps, whilst doubling down on their own efforts to look after their people.

“Retail workers told us they felt there were not enough laws in place to protect them. It is essential that existing laws are enforced, or new ones brought in, to support retailers’ own protocols, guidance and response measures and help those on the retail frontline feel safer and supported.”