Australia, NZ retail workers voice need for security technologies to feel safe

Ahead of the peak holiday shopping season, a recent report reveals that many retail workers across Australia and New Zealand are increasingly concerned about their safety.

According to Motorola Solutions' 2024 Australia and New Zealand Retail Worker Safety Report, one in three retail employees report feeling unsafe - while over half cite rising incidents of shoplifting, hostile interactions, and organised retail crime.

The survey, conducted by independent research firm Researchscape in September 2024, involved over 280 retail managers and workers.

The report highlights several safety concerns, including understaffing and rising crime, which appear to be exacerbating the stress of working in retail environments.

Retail workers point to security technologies, such as mobile safety apps, body cameras, and real-time video monitoring, as measures that could improve their safety.

"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," he added.

"Our research shows that the right security measures can improve feelings of safety."

The report identifies the types of crime that retail staff most frequently encounter.

Shoplifting leads as the most common incident, reported by 67% of respondents, followed by hostile customer interactions (33%) and "grab and runs" (31%).

Additionally, 20% of surveyed retail staff reported encountering organised retail crime groups, while 16% cited incidents involving physical attacks from customers.

Holiday understaffing is also a major concern, with 70% of workers saying they expect staffing shortages during the holiday rush, which they believe will affect their safety. More than one-third (34%) of the respondents expressed personal safety concerns as the shopping season draws near, citing the anticipated increase in customer foot traffic and criminal incidents as significant factors.

The data also emphasises the value that retail workers place on enhanced safety technology.

"Retailers are increasingly seeking durable, high-performance technology solutions that not only aid in loss prevention but also provide critical protection for staff against aggressive or hostile behaviours, enhancing both security and workplace safety," said Paul Bremner, principal research analyst at Omdia.

Body cameras, in particular, emerged as a promising solution in the survey. More than half of respondents (54%) indicated that body cameras would make them feel safer at work, while 66% said they believed the technology could support evidence-gathering during investigations of criminal incidents. Additionally, 47% of respondents cited body cameras as a potential deterrent to aggressive or unlawful behaviour in stores.

Yet, despite the perceived benefits, access to advanced safety technology remains limited for many retail employees.

Of those surveyed, only 15% reported having access control systems, 14% had access to panic buttons, 12% could use mobile safety apps, 10% were equipped with body cameras, and 9% had access to license plate readers.

"These findings reinforce 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," Chappell added.

"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."

The study also examined the broader impact of rising retail crime and the potential mental and physical toll it has on employees, who are increasingly worried about their personal safety at work.

As the holiday season approaches, the need for improved security measures and adequate staffing becomes even more crucial to addressing these concerns and protecting retail workers on the frontline.