Abusive language or behaviour remains a regular reality for 75% of retail workers in west of Ireland

While over eight in ten retail workers (83%) say the vast majority of customers treat them with kindness and respect, new research shows that abuse from a small minority remains a regular reality across Ireland’s retail sector.

Almost eight in ten workers in Connaught (75%) said they have personally experienced abusive language or behaviour from customers.

The findings form part of new research commissioned for ‘Kindness Week’, led by Circle K, Maxol and Mr PRICE Branded Bargains.

Supported by Retail Ireland, this is a campaign designed to raise awareness of the issue of mistreatment of staff in retail, but to also celebrate retail staff and say thank you to customers who are kind and respectful. ‘Kindness Week 2026’ takes place this week and runs until Sunday, February 1.

The research shows that one in three retail workers who have experienced abusive behaviour from customers, say it occurs at least once a week. However, retail workers continue to report that customer interactions are overwhelmingly positive overall, estimating that more than three quarters (76%) of customers are consistently kind and courteous in store.

Foul language and verbal abuse remain the most common forms of abuse experienced by retail workers, reported by 69% and 67% of those affected respectively. More serious behaviour is also a concern, with more than a quarter (28%) of those who have experienced abuse saying it involved violent, aggressive or threatening behaviour, although this represents a notable decrease from 35% last year.

Around a third say the abuse of their colleagues was targeted at race or ethnicity (36%) or gender or sex (34%), with incidents linked to gender or sex showing an increase compared to last year (27%). Inappropriate language or behaviour relating to age was also observed by more than a quarter of retail workers (28%) who had witnessed their colleagues receive abuse.

While two in three believe abusive or inappropriate behaviour has changed over the past 12 months, over a third (37%) reported that harassment has increased during that time, while 27% believe behaviour has improved.

There is also a clear split in opinion on whether customers understand the impact of their behaviour. Half of retail workers (50%) believe customers do understand the effect abusive behaviour can have on staff, while a slightly similar proportion (49%) feel customers do not fully appreciate the consequences of their actions.

This year’s research highlights distinct patterns around when abusive or inappropriate behaviour is most likely to occur. Almost a quarter of retail workers (24%) say such incidents are more common between 5 p.m. and 8 p.m., with a further 22% reporting they are most likely to occur between 8 p.m. and 10 p.m. By contrast, far fewer workers associate these behaviours with earlier in the day, with just 4% saying incidents are more common before 9 a.m. and 8% between 9 a.m. and 12 p.m.

Retail workers also associate abusive behaviour with periods of increased pressure in store. Almost a third (32%) say incidents are more likely to occur during busy periods, while 31% report weekends as a more likely time. More than a quarter (28%) say abusive or inappropriate behaviour is common during the busy lead-in to Christmas.

While unacceptable customer behaviour continues to present a serious challenge for Ireland’s retail sector, which employs more than 370,000 people nationwide, there is strong confidence among workers that they would not face such incidents alone, with 86% believing they would be supported by their employer if they experienced abusive or inappropriate behaviour from a member of the public.

By highlighting both the scale of the issue and the positive behaviour shown by most customers, the campaign aims to reinforce a culture where kindness is the norm, abusive behaviour is challenged, and retail workers feel supported and valued in their roles.

Arnold Dillon, Director of Retail Ireland said: “Any level of harassment towards retail staff is deeply concerning. The findings highlight serious issues, including verbal abuse and incidents of physical assault, which many retail workers continue to face. The impact on staff is significant, contributing to mental health challenges, burnout and increased absenteeism.

“It is essential that the retail sector remains an attractive and safe place to work, and achieving this requires a shared effort. Business, Government and the wider public all have a role to play in supporting retail employees and addressing this issue together.”