MELBOURNE | Around one in three retail workers in Australia and New Zealand reported feeling unsafe during the peak holiday shopping season.
According to Motorola Solutions’ Australia and New Zealand Retail Worker Safety Report, most retail managers and staff surveyed said they were concerned about crime in their stores; at least half reported concerns about shoplifting and hostile customer interactions.
Independent market research firm Researchscape conducted the Australia and New Zealand survey in September 2024 to gauge retail workers’ perspectives about safety and workplace security measures.
Results showed that security technologies such as mobile safety apps, body cameras, and systems that lock doors and allow store security officers to view real-time video of unfolding incidents make people feel safer at work.
Similar independent surveys were conducted in the U.K. and U.S., countries also dealing with high retail crime rates.
“As we approach peak shopping season, retail workers in Australia and New Zealand have clear concerns about potential crime and hostile interactions with customers, which can have harmful physical and mental impacts,” said Martin Chappell, managing director of Motorola Solutions’ Asia Pacific channel sales.
“Retail workers and managers point to technologies they believe can help curb these issues - deterring theft, de-escalating confrontations with customers and simultaneously notifying security workers and authorities of emergencies. Our research shows that the right security measures can improve feelings of safety.”
Many retail managers and staff surveyed said they’ve experienced increased crime in their stores in the past year. The most common incidents reported were shoplifting (71 percent), hostile customer interactions (51 percent), grab-and-runs (43 percent), organised retail crime groups (20 percent) and physical attacks from customers (16 percent) in their stores.
Holiday understaffing was also causing safety concerns. Seventy percent of retail workers said they expected to be understaffed this holiday season, which impacted their safety.
Technology solutions can boost feelings of safety, but only a few retail workers reported having those security measures in place. Body cameras have become an emerging retail safety tool.
More than half of respondents said body cameras would help them feel safer, and a majority said the technology could help stores gather evidence to support investigations. Additionally, 47 percent said body cameras could deter aggressive or criminal behaviour in stores.
“This report reinforces the views of retail associations in Australia and New Zealand that more needs to be done to create a safer environment for retail workers and customers,” said Chappell.
“The information gathered can help to guide the sector, industry leaders, policymakers and authorities in the strategies, investments and technology solutions needed to make our retail environments safer for all.”
