Provisional: live fieldwork, 610 interviews so far. Percentages are of each
question's valid base (missing/not-asked excluded). Right-hand grey figure = count.
Device_1 Device - ** HIDDEN QUESTION TO STORE: Store device type ** Desktop
Base: 124
Desktop
100.0%
124
Device_2 Device - ** HIDDEN QUESTION TO STORE: Store device type ** Mobile
Base: 486
Mobile
100.0%
486
Changelog Change log
Base: 610
1
100.0%
610
Country In what country do you currently live?
Base: 610
England
93.3%
569
Wales
6.7%
41
Region_B These are the regions of England. Which Region do you live in?
Base: 569
South East
18.8%
107
North West
15.3%
87
London
13.0%
74
East of England
10.9%
62
South West
10.4%
59
West Midlands
10.0%
57
Yorkshire and the Humber
9.1%
52
East Midlands
7.7%
44
North East
4.7%
27
Region_C *** Region
Base: 569
South East
18.8%
107
North West
15.3%
87
London
13.0%
74
East of England
10.9%
62
South West
10.4%
59
West Midlands
10.0%
57
Yorkshire and the Humber
9.1%
52
East Midlands
7.7%
44
North East
4.7%
27
Sex What is your sex?
Base: 610
Female
62.5%
381
Male
37.0%
226
Non-binary
0.3%
2
Other
0.2%
1
Employment_status Which of these best describes your current employment status?Note, if you are currently a student but also have a job, please select student
Base: 610
Employed full-time (30 or more hours per week)
57.2%
349
Employed part-time (under 30 hours per week)
42.0%
256
Student
0.8%
5
Working_student You said you are currently a student. Are you currently also in any paid employment alongside your studies?
Base: 5
Yes, I have a part-time job
100.0%
5
Sector Which of the following best describes the sector you work in?
Base: 610
Retail and wholesale trade
100.0%
610
Sub_sector Which of the following best describes the sub-sector you work in?
Base: 610
Retail trade
100.0%
610
Retailer_type What type of retailer do you work for?
Base: 610
A supermarket or part of a supermarket chain
45.1%
275
A specialist shop (e g off licence, mobile phone shop, shoe shop, bakers, garden centre, DIY shop, electrical store, bo
18.4%
112
A department store or other non-specialist general shop
16.2%
99
Other
7.4%
45
A company selling goods mainly by mail order or via the internet
7.0%
43
A small local convenience store, not part of a larger chain
4.6%
28
A petrol station
0.8%
5
A market stall selling food or other products
0.5%
3
Sexuality What is your sexuality?
Base: 610
Straight/Heterosexual
88.7%
541
Gay or Lesbian
5.1%
31
Bisexual
4.4%
27
Prefer not to say
1.5%
9
Other (please specify)
0.3%
2
Ethnicity What is your ethnicity?
Base: 610
White
84.3%
514
Asian/Asian British
7.5%
46
Black/African/Caribbean/Black British
4.8%
29
Other ethnic group
1.8%
11
Mixed/Multiple ethnic groups
1.6%
10
White_ethnicity White: What is your ethnicity?
Base: 514
English/Welsh/Scottish/Northern Irish/British
97.1%
499
Any other White background, please describe
2.5%
13
Irish
0.4%
2
Mixed_ethnicity Mixed/Multiple ethnic groups: What is your ethnicity?
Base: 10
White and Black Caribbean
50.0%
5
White and Black African
30.0%
3
White and Asian
10.0%
1
Any other Mixed/Multiple ethnic background, please describe
10.0%
1
Asian_ethnicity Asian/Asian British: What is your ethnicity?
Base: 46
Indian
28.3%
13
Bangladeshi
21.7%
10
Any other Asian background, please describe
19.6%
9
Pakistani
15.2%
7
Chinese
15.2%
7
Black_ethnicity Black/African/Caribbean/Black British: What is your ethnicity?
Base: 29
African
75.9%
22
Caribbean
13.8%
4
Any other Black/African/Caribbean background, please describe
10.3%
3
Other_ethnicity Other ethnic group: What is your ethnicity?
Base: 11
Arab
54.5%
6
Any other ethnic group, please describe
45.5%
5
Disability Do you have a disability?
Base: 610
No
88.4%
539
Yes
9.2%
56
Prefer not to say
2.5%
15
q1_1 q1 - Which of the following types of behaviour, if any, have you experienced while working for your current employer? Hearing language of a sexual, racist, homophobic or otherwise very offensive nature
Base: 610
Have not experienced
57.4%
350
Have experienced
40.7%
248
Prefer not to say
2.0%
12
q1_2 q1 - Which of the following types of behaviour, if any, have you experienced while working for your current employer? Unwanted touching or hugging
Base: 610
Have not experienced
78.0%
476
Have experienced
20.2%
123
Prefer not to say
1.8%
11
q1_3 q1 - Which of the following types of behaviour, if any, have you experienced while working for your current employer? Inappropriate touching of a sexual nature
Base: 610
Have not experienced
85.6%
522
Have experienced
12.5%
76
Prefer not to say
2.0%
12
q1_4 q1 - Which of the following types of behaviour, if any, have you experienced while working for your current employer? Physically aggressive or violent behaviour
Base: 610
Have not experienced
66.7%
407
Have experienced
31.3%
191
Prefer not to say
2.0%
12
q1_5 q1 - Which of the following types of behaviour, if any, have you experienced while working for your current employer? Overseeing or overhearing inappropriate sexual content, such as pornography
Base: 610
Have not experienced
78.9%
481
Have experienced
19.8%
121
Prefer not to say
1.3%
8
q1_6 q1 - Which of the following types of behaviour, if any, have you experienced while working for your current employer? Suggestive looks, staring or leering, sexual gestures or other conduct/behaviour of a sexual nature
Base: 610
Have not experienced
74.6%
455
Have experienced
23.9%
146
Prefer not to say
1.5%
9
q2 Hearing language of a sexual, racist, homophobic or otherwise very offensive nature: Which of the following types of behaviour, if any, have you seen while working for your current employer?
Base: 610
Have not seen
56.2%
343
Have seen
40.7%
248
Prefer not to say
3.1%
19
redherring1 True or false - the word 'ant' has 3 letters
Base: 610
True
99.0%
604
Prefer not to answer
0.5%
3
False
0.3%
2
Don't know
0.2%
1
q3 You said that you had experienced or seen hearing language of a sexual, racist, homophobic or otherwise very offensive nature while working for your current employer Who carried out this behaviour?
Base: 277
A customer/customers
52.3%
145
Both
24.2%
67
A colleague/colleagues
21.3%
59
Someone else
1.4%
4
Prefer not to say
0.7%
2
q3_1 Do you think there was anything your employer could have done to prevent this happening?
Base: 277
No
41.5%
115
Possibly
35.0%
97
Yes
18.4%
51
Not sure
5.1%
14
q4 You said that you had experienced unwanted touching or hugging while working for your current employer. Who carried out this behaviour?
Base: 123
Both
35.0%
43
A colleague/colleagues
33.3%
41
A customer/customers
26.8%
33
Prefer not to say
4.1%
5
Someone else
0.8%
1
q4_1 Do you think there was anything your employer could have done to prevent this happening?
Base: 123
Yes
31.7%
39
No
30.9%
38
Possibly
30.1%
37
Not sure
7.3%
9
q5 You said that you had experienced inappropriate touching of a sexual nature while working for your current employer. Who carried out this behaviour?
Base: 76
A colleague/colleagues
32.9%
25
Both
31.6%
24
A customer/customers
27.6%
21
Prefer not to say
6.6%
5
Someone else
1.3%
1
q5_1 Do you think there was anything your employer could have done to prevent this happening?
Base: 76
Yes
36.8%
28
Possibly
35.5%
27
No
22.4%
17
Not sure
5.3%
4
q6 You said that you had experienced physically aggressive or violent behaviour while working for your current employer. Who carried out this behaviour?
Base: 191
A customer/customers
66.0%
126
Both
20.4%
39
A colleague/colleagues
9.9%
19
Someone else
2.1%
4
Prefer not to say
1.6%
3
q6_1 Do you think there was anything your employer could have done to prevent this happening?
Base: 191
Possibly
35.6%
68
Yes
31.9%
61
No
28.3%
54
Not sure
4.2%
8
q7 You said that you had experienced suggestive looks, staring or leering, sexual gestures or other conduct/behaviour of a sexual nature while working for your current employer. Who carried out this behaviour?
Base: 146
A customer/customers
45.2%
66
Both
35.6%
52
A colleague/colleagues
17.1%
25
Someone else
1.4%
2
Prefer not to say
0.7%
1
q7_1 Do you think there was anything your employer could have done to prevent this happening?
Base: 146
No
36.3%
53
Yes
28.8%
42
Possibly
28.8%
42
Not sure
6.2%
9
q8_1 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Stress
Base: 145
Stress
100.0%
145
q8_2 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Anxiety
Base: 136
Anxiety
100.0%
136
q8_3 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Depression
Base: 60
Depression
100.0%
60
q8_4 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Loss of self-esteem
Base: 69
Loss of self-esteem
100.0%
69
q8_5 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Lower productivity
Base: 40
Lower productivity
100.0%
40
q8_6 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Absenteeism
Base: 11
Absenteeism
100.0%
11
q8_7 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Other
Base: 1
Other
100.0%
1
q8_8 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply None of the above
Base: 112
None of the above
100.0%
112
q8_9 q8 - What impact, if any, have your experiences mentioned above had on your mental health? Please select all that apply Prefer not to say
Base: 5
Prefer not to say
100.0%
5
q9 Do you think your employer gives enough support to employees with mental health issues?
Base: 610
Yes, there is enough support
41.6%
254
I am sure there is support but I would not know how to access it
22.0%
134
I am unsure if there is support
17.2%
105
No, there is no support
14.6%
89
Dont know
4.6%
28
q10 Do you feel as if there enough laws in-place by the government to protect retail/customer facing staff from harassment?
Base: 610
No, there are not enough laws in place to protect retail staff
53.8%
328
Yes, there are enough laws in place to protect retail staff
32.3%
197
Dont know
13.9%
85
q11_1_1 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Company-wide communications on the employer's tolerance of harassment/sexual hara
Base: 196
Company-wide communications on the employer's tolerance of harassment/sexual harassment
100.0%
196
q11_1_2 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Anti-harassment or similar policy
Base: 257
Anti-harassment or similar policy
100.0%
257
q11_1_3 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Mandatory training sessions
Base: 198
Mandatory training sessions
100.0%
198
q11_1_4 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Risk assessments
Base: 167
Risk assessments
100.0%
167
q11_1_5 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Staff surveys
Base: 183
Staff surveys
100.0%
183
q11_1_6 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Open door policy
Base: 187
Open door policy
100.0%
187
q11_1_7 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Active encouragement of reporting of harassment concerns
Base: 209
Active encouragement of reporting of harassment concerns
100.0%
209
q11_1_8 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Other
Base: 4
Other
100.0%
4
q11_1_9 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. None of the above
Base: 63
None of the above
100.0%
63
q11_1_10 q11_1 - Out of the options below, which are you aware of that your employer currently has/does in respect of harassment/sexual harassment? Please select all that apply. Don’t know
Base: 68
Don’t know
100.0%
68
q11_2_1 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Specific or increased training
Base: 160
Specific or increased training
100.0%
160
q11_2_2 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Clear guidance on how to report
Base: 244
Clear guidance on how to report
100.0%
244
q11_2_3 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Deterrent measures - screens
Base: 138
Deterrent measures - screens
100.0%
138
q11_2_4 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Deterrent measures - signs and warnings
Base: 246
Deterrent measures - signs and warnings
100.0%
246
q11_2_5 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Zero tolerance messages to customers
Base: 354
Zero tolerance messages to customers
100.0%
354
q11_2_6 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Other
Base: 6
Other
100.0%
6
q11_2_7 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply None of the above
Base: 55
None of the above
100.0%
55
q11_2_8 q11_2 - Out of the options below, which if any do you feel your employer could offer more of to deal with harassment from customers or staff? Please select all that apply Don't know
Base: 55
Don't know
100.0%
55
q12 Do you feel as if there are enough HR protocols in-place by your employer to protect you/other members of staff?
Base: 610
Yes, there are enough HR protocols in place
51.1%
312
No, there are not enough HR protocols in place
31.1%
190
Dont know
17.7%
108
q13 To what extent do you think your current employer cares about protecting staff from inappropriate behaviour in the workplace?
Base: 610
Quite a lot
34.1%
208
A great deal
31.5%
192
Not that much
22.6%
138
Not at all
5.7%
35
Dont know
4.6%
28
Prefer not to say
1.5%
9
q14 In your opinion, how likely or unlikely are you to complain to friends about your current employer, either now or in the future?
Base: 610
Quite likely
24.8%
151
Neither likely nor unlikely
23.6%
144
Quite unlikely
17.9%
109
Very unlikely
16.1%
98
Very likely
12.6%
77
Not sure
5.1%
31
q15 Have you accessed confidential human resources (HR) services such as an employee assistance line?
Base: 610
No, but such services are available at my workplace
61.1%
373
No, and such services are not available at my workplace
19.2%
117
Yes
15.4%
94
Prefer not to say
4.3%
26
q16_1 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. If I thought my
Base: 46
If I thought my complaint would not be dealt with honestly
100.0%
46
q16_2 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. If I thought my
Base: 44
If I thought my complaint would make no difference to my situation
100.0%
44
q16_3 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. If I thought th
Base: 42
If I thought the person I'm complaining about would be told who made the complaint
100.0%
42
q16_4 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. If I thought th
Base: 33
If I thought the person I'm complaining about would figure out who had made the complaint
100.0%
33
q16_5 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. Something else
Base: 3
Something else
100.0%
3
q16_6 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. None of the abo
Base: 29
None of the above
100.0%
29
q16_7 q16 - Imagine confidential HR services were available at your workplace and you had experienced an incident you wanted to complain about. Would any of the following reasons deter you from using HR services? Please select all that apply. Prefer not to s
Base: 3
Prefer not to say
100.0%
3
q17 Have you raised any inappropriate behaviour from colleagues or customers as a grievance with your employer?
Base: 610
No
78.4%
478
Yes
19.5%
119
Prefer not to say
2.1%
13
q18 You said you have raised inappropriate behaviour from colleagues or customers as a grievance with your employer. How satisfied or dissatisfied were you with the outcome of the complaint?
Base: 119
Quite satisfied
29.4%
35
Not that satisfied
26.1%
31
Not at all satisfied
25.2%
30
Very satisfied
19.3%
23
q19 How well do you think your employer has dealt with/or deals with harassment grievances?
Base: 610
Quite well
31.0%
189
Dont know
24.6%
150
Very well
20.3%
124
Not that well
18.5%
113
Not at all well
5.6%
34
q20 How confident are you in your employer to properly deal with any grievances by staff?
Base: 610
Quite confident
39.8%
243
Very confident
22.8%
139
Not that confident
20.0%
122
Not at all confident
9.5%
58
Dont know
7.9%
48
q21 How often do you have to deal with an angry customer?
Base: 610
At least once a week
30.3%
185
Less than once a month
28.9%
176
At least once a month
25.6%
156
At least once a day
12.6%
77
At least once an hour
2.6%
16
q22_1 q22 - Which if any of the following behaviours have you experienced from angry customers? Physical violence
Base: 71
Physical violence
100.0%
71
q22_2 q22 - Which if any of the following behaviours have you experienced from angry customers? Pointing or getsuring
Base: 244
Pointing or getsuring
100.0%
244
q22_3 q22 - Which if any of the following behaviours have you experienced from angry customers? Swearing
Base: 341
Swearing
100.0%
341
q22_4 q22 - Which if any of the following behaviours have you experienced from angry customers? Raised voice
Base: 473
Raised voice
100.0%
473
q22_5 q22 - Which if any of the following behaviours have you experienced from angry customers? Personal comments
Base: 207
Personal comments
100.0%
207
q22_6 q22 - Which if any of the following behaviours have you experienced from angry customers? Leering, sexual gestures or other conduct of a sexual nature
Base: 65
Leering, sexual gestures or other conduct of a sexual nature
100.0%
65
q22_7 q22 - Which if any of the following behaviours have you experienced from angry customers? None of the above
Base: 58
None of the above
100.0%
58
q23 Based on your own experiences, or what you have seen/heard from others, which of these behaviours do you think is the hardest to deal with when it happens?
Base: 610
Physical violence
38.2%
233
Raised voice
20.8%
127
Personal comments
16.4%
100
Swearing
11.5%
70
Leering, sexual gestures or other conduct of a sexual nature
8.5%
52
Pointing or gesturing
4.6%
28
q24 Does a typical angry customer have particular characteristics when it comes to gender?
Base: 610
No, it varies
69.8%
426
Yes, they are typically male
19.2%
117
Yes, they are typically female
11.0%
67
q25 Does a typical angry customer have particular characteristics when it comes to age?
Base: 610
No, it varies
61.1%
373
Yes, they are typically 35-44
12.0%
73
Yes, they are typically 45-54
9.5%
58
Yes, they are typically 55-64
6.9%
42
Yes, they are typically 25-34
5.4%
33
Yes, they are typically 65-74
2.3%
14
Yes, they are typically 18-24
2.0%
12
Yes, they are typically 75+
0.8%
5
redherring2 Which of the following is not typically blue:
Base: 610
Grass
92.8%
566
The sky
4.4%
27
A blueberry
2.1%
13
The ocean
0.7%
4
q26 Is there a part of the store or the premises you work at where it's more likely you will encounter an angry customer?
Base: 610
No, it varies
39.7%
242
Yes, counter/staffed checkouts
34.9%
213
Yes, self-service checkouts
13.6%
83
Yes, aisles/shelves
5.9%
36
Yes, front door
3.4%
21
Yes, other
2.5%
15
q27 Is there any particular time of day when you think it's more likely you will encounter an angry customer?
Base: 610
No, it varies
69.8%
426
Afternoon
13.8%
84
Evening
11.6%
71
Morning
4.8%
29
q28 What are angry customers most likely to be complaining about?
Base: 610
Queuing
19.5%
119
Prices going up
17.2%
105
Returning a product
16.6%
101
Lack of staff
12.8%
78
Age-related sales / asking for proof of age
9.7%
59
Lack of stock
9.2%
56
Other
7.4%
45
Cant find something
5.1%
31
Shop staff are rude to them
2.6%
16
q29 What is the best way to deal with angry customers?
Base: 610
Talk to them and de-escalate
53.8%
328
Involve my manager
20.7%
126
Call security
12.3%
75
Walk away
11.5%
70
Other
1.8%
11
q30 What things would make you feel more supported when dealing with angry customers?
Base: 610
Banning persistent offensive customers
23.9%
146
More security
20.2%
123
More support from my manager
15.9%
97
Prosecuting customers who harass staff
15.4%
94
Signs to tell customers not to abuse staff
13.8%
84
More training
6.4%
39
Other
4.4%
27
human Thank you for your responses. Please can you prove your humanity by selecting “I am a human” below:
Base: 610
I am a human
98.0%
598
Don't know
0.8%
5
I am not a human
0.7%
4
Refuse to say
0.5%
3
QStatus ** HIDDEN QUESTION TO STORE: all statuses for tracking and ease of redirecting. **