Around one in three retail workers in Australia and New Zealand (34%) report feeling unsafe going into the peak holiday shopping season, according to Motorola Solutions’ Australia and New Zealand Retail Worker Safety Report. This is understandable, as the majority of the 280+ retail managers and staff surveyed said they’re concerned about crime in their stores; at least half reported concerns about shoplifting and hostile customer interactions.

The 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. The results show that security technologies - mobile safety apps, body cameras, systems that can 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.”

Key findings in the Australia and New Zealand report:

• Retail crime remains a major concern: Many retail managers and staff surveyed said they’ve experienced increases in various forms of crime in their stores in the past year. The most common incidents reported were shoplifting (71%), hostile customer interactions (51%) and grab and runs (43%). Retail staff also said they have experienced organised retail crime groups (20%) and physical attacks from customers (16%) in their stores.
• Holiday understaffing is causing safety concerns: 70% of retail workers said they expect to be understaffed this holiday season and this impacts how safe they feel. More than one-third (34%) of respondents said they are concerned for their personal safety leading into peak shopping season.
• Technology solutions can boost feelings of safety: Respondents pointed to access control systems (24%), mobile safety apps (20%), panic buttons (19%), body cameras (17%), and license plate readers (15%) as measures that can make them feel safer. Few retail workers reported having those security measures in place. Of those surveyed, 15% said they have access control systems, 14% have panic buttons, 12% have mobile safety apps, 10% are using body cameras and 9% have license plate readers.
• Body cameras are an emerging retail safety tool: More than half of respondents (54%) said body cameras would help them feel safer, and a majority said the technology can help stores to gather evidence to support investigations (66%). Additionally, 47% said body cameras can be a deterrent of aggressive or criminal behavior 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, policy makers and authorities in the strategies, investments and technology solutions needed to make our retail environments safer for all.”

“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.

To view the full findings of Motorola Solutions’ 2024 Australia and New Zealand Retail Worker Safety Survey, download the report here.

About Motorola Solutions

Motorola Solutions is solving for safer. We build and connect technologies to help protect people, property and places. Our solutions enable the collaboration between public safety agencies and enterprises that’s critical for a proactive approach to safety and security. Learn more about how we’re solving for safer communities, safer schools, safer hospitals, safer businesses – safer everywhere – at www.motorolasolutions.com.

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