NFU Mutual flags fears of heightened abuse risks for retail staff

40% of UK customers have witnessed a staff member suffer verbal or physical abuse at a retail or hospitality venue in the last year, according to research from NFU Mutual.

The commercial insurer surveyed 2,000 people and found that supermarkets were the worst affected, with 31% of customers witnessing an incident there, followed by high street shops (20%), pubs (18%) and restaurants (16%).

60%, meanwhile, have experienced increased anxiety visiting a retail or hospitality venue over the last 12 months.

Supermarket visits caused the most worry, with 43% reporting increased anxiety when visiting these venues, followed by pubs (34%), restaurants (33%) and high street shops (32%).

Frank Woods, Retail Sector Specialist at NFU Mutual, says: “It’s a difficult time for many. Health concerns, lockdown fatigue and changing restrictions mean that customer emotions are already running high during a visit to a retail or hospitality venue.”

“The correlation between customer anxiety and abuse incidents suggests that these heightened emotions are translating to an increased risk for customer facing staff.”

“Nobody should have to suffer abuse in the workplace, especially when enforcing company - and in some cases legal - requirements. With shops expected to be busy over the coming weekend, crowds and queues may strain customer emotions even further, putting staff at increased risk.”

“We all have a duty to keep each other safe”

As non-essential retailers begin to reopen last week, the British Retail Consortium and its members called on the public to help create a safe and enjoyable environment for shoppers and shopworkers.

Helen Dickinson, Chief Executive at the British Retail Consortium, said: “Retailers have spent hundreds of millions on making their premises Covid-secure; weeks preparing shops for reopening; and countless hours training staff on the latest safety measures.”

“The three lockdowns have cost non-food stores approximately £30 billion in lost sales – and it vital that they are able to make their contribution to the UK’s economic recovery.”

She added: “While we expect an initial surge in spending when shops first open, the real test will be how this holds up.”

“Many of us will be looking forward to returning to our favourite shop in the coming weeks, and we all have a duty to keep each other safe.”

“Everyone should be considerate and respectful to their fellow shoppers and hard working shop staff. This way we can all enjoy shopping and support our local communities."