Over two thirds of retail workers in Ireland have experienced abusive or inappropriate language or behaviour from the public, according to new research.
A fifth of staff surveyed have experienced this behaviour on a weekly basis.
Almost three quarters of retail staff said they have seen or heard abusive or inappropriate language or behaviour directed towards a colleague at work.
The survey of 500 retail employees was commissioned by Circle K, Maxol and MrPRICE Branded Bargains.
The research revealed a higher rate of abusive or inappropriate language or behaviour directed towards female staff members. Of the retail employees surveyed, 75% of female respondents experienced this behaviour, compared to 60% of male counterparts.
Of retail workers that reported experiencing abusive or inappropriate language or behaviour while at work, 35% outlined that it was violent, aggressive or threatening in nature and 22% reported that it took the form of discriminatory language.
The most common types of behaviours witnessed were the use of foul language, discriminatory language, violent, aggressive or threatening behaviour, and physical contact.
Younger staff reported higher levels of abusive or inappropriate language or behaviour, compared to staff aged over 55 who reported the lowest rates.
'One customer threw food at me'
Lisa Collins, a store manager with Circle K said that while the vast majority of customers she deals with are kind and respectful, that is not always the case.
"I've been subjected to verbal abuse and threatening behaviour in the store where a customer has thrown food at me and also threw a greeting card stand at me," Ms Collins said.
"Sometimes they are frustrated over a long queue, or maybe they are just having a bad day.
"But it is important to remember that the customer isn't always right and there is a line that they should not cross.
"It's very upsetting and very distressing for all us on site when this does happen but we've a great culture in Circle K and we support our colleagues when incidents like this happen," Ms Collins added.
For retail staff that have seen or heard colleagues experiencing abusive or inappropriate language or behaviour over the past year, 31% reported it was regarding race or ethnicity, 27% gender, 22% age, 15% sexual orientation and 15% religion.
86% of retail workers said they felt they would be supported by their employer if they experienced abusive or inappropriate language or behaviour from a member of the public.
83% of respondents agreed that the vast majority of customers are kind and respectful.
The research forms part of Kindness Week, a campaign designed to raise awareness of the issue of mistreatment of staff in retail, but to also celebrate workers and say thank you to customers who are kind and respectful.
"In recent years we have seen an increase in unacceptable behaviour towards our teams which prompted Circle K Europe to launch a Kindness Day initiative two years ago," said Ciara Foxton, Managing Director of Circle K Ireland.
"We also use Kindness Week to acknowledge and thank the majority of our loyal customers who treat our teams with kindness and respect," Ms Foxton said.
Maxol CEO Brian Donaldson said staff deserve to be treated with respect.
"While the vast majority of our loyal customers engage with kindness, this campaign serves as an important reminder that courtesy should always be the standard, not the exception," Mr Donaldson said.
Edel McSorley, Operations Director with MrPRICE Branded Bargains, said they are joining forces with retailers across the sector to highlight the importance of treating retail staff with respect and kindness.
"While the vast majority of customers are thoughtful and supportive, we're reminding everyone that even small acts of patience and courtesy make a big difference," Ms McSorely said.
Arnold Dillon, Director of Retail Ireland, said the survey highlighted some very serious issues, including incidence of physical assault and verbal abuse, that retail workers have had to contend with.
"The consequences for staff are very real, including mental health issues, burnout and increased absence. It is crucial that everything is done to make the sector an attractive place to work," Mr Dillon said.
"Business, Government and all of us individually have a part to play in supporting retail employees and together addressing the problem," he added.
In addition to the research of 500 retail employees, Circle K, MrPRICE Branded Bargains and Maxol also carried out research amongst a total of 791 of their own staff.
It showed that 58% of workers had experienced inappropriate or abusive language or behaviour from customers.
The research was conducted by 3Gem Research & Insights in December 2024 and January 2025.
