While companies track key performance indicators like customer traffic, sales efficiency, and staffing expenses, they often overlook one critical factor: the security of their employees. Employees who feel threatened may struggle to deliver quality service or maintain focus on their duties.
A recent study by Peoplesafe reveals that the financial repercussions of workplace insecurity can emerge well before any incident is formally documented or escalates to management. The report, titled The Hidden Safety Signal, combines survey data, focus groups, and interviews to explore how safety concerns shape employee behavior.
Retail Workers Face Higher Safety Risks
The study surveyed 1,313 UK workers and found that 66% of retail employees reported feeling unsafe at least once in the past year—significantly higher than the 51% of the general workforce.
Retail staff frequently encounter aggressive behavior, with 41% experiencing verbal abuse, 35% facing threats, and 31% dealing with harassment from customers or the public.
Impact on Performance and Customer Service
Nearly 30% of retail workers admitted their productivity suffered due to safety worries, compared to 23% of other employees. Since retail success depends on engaged staff and smooth operations, these concerns pose a direct threat to business performance.
Focus group participants described adopting defensive habits, constantly monitoring store entrances, avoiding certain customers, or seeking colleagues for reassurance, when they felt at risk. These precautions divert attention from core tasks, while also reducing confidence in interacting with shoppers.
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A worker shared their experience: “Instead of focusing on customer service or processing transactions, I find myself constantly scanning the shop floor for potential threats, or watching the doors.”
Safety Could Boost Workforce Flexibility
The research also highlights a link between safety perceptions and willingness to take on extra shifts. 29% of retail employees said they would volunteer for additional hours if they felt more secure, a potential solution to staffing shortages.
Workers who feel unsupported during late shifts, opening, or closing may hesitate to accept those roles. Addressing these concerns could remove a key barrier to filling critical scheduling gaps.
An overwhelming 90% of retail workers stated that access to a personal safety system would improve their sense of security, compared to 66% of the general workforce. This suggests employees prioritize quick access to assistance during tense situations.
Peoplesafe’s full report, The Hidden Safety Signal, provides detailed methodology, retail-specific insights, and actionable recommendations.
