Wellbeing concerns surge among younger and LGBTQ+ retail workers
Over two in five UK retail employees (43%) were at risk of quitting their jobs between July and September this year, an 11% increase from the previous three months, according to the Retail Trust and AlixPartners’ latest Retail People Index.
The index, which surveyed 1,100 UK retail employees during the summer months, revealed that the proportion of workers continuing to work while physically or mentally unwell rose to 41%, a 14% increase year-on-year and a 7% rise from the previous quarter.
Younger retail workers, aged 19 to 24, and LGBTQ+ employees demonstrated the highest ‘flight risk’ (47%), often due to feelings of anxiety, depression, and a lack of recognition for their achievements. Retail employees aged 19 to 34 also reported the highest levels of presenteeism, with half working while unwell.
Older female workers faced significant declines in mental health, with overall wellbeing scores for women aged 55 to 64 dropping from 72% in July to 52% in September. Similarly, women aged 25 to 34 experienced lower wellbeing scores over the same period.
The Retail People Index draws on responses collected through the Retail Trust’s and employee engagement platform WorkL’s online happiness assessment. The survey measured mental and physical health, job fulfilment, and feelings of being valued, creating an overall wellbeing score. Questions regarding pay, recognition, manager relationships, work-related anxiety, and workplace safety informed the risk assessments for quitting or presenteeism.
Supporting retail staff wellbeing critical for future resilience
Chris Brook-Carter, chief executive of the Retail Trust, said: “There are often unrealistic expectations that the summer will be less stressful for retail workers. However, it frequently brings added pressures for working parents and those covering colleagues’ holidays. Employers must prioritise staff support during the summer months to ensure they have a happy and healthy workforce for the busy end-of-year shopping period. Investing in staff wellbeing and retention is essential for productivity and success, as a workforce’s health and happiness are closely linked to a business’s economic resilience.”
Brook-Carter also thanked AlixPartners and WorkL for their contributions to the Retail People Index, emphasising the importance of these insights for 2025 wellbeing strategies.
Laura Bond, director at AlixPartners, added:
“Retail employees clearly feel increasingly unsettled. The year-on-year insights highlight the uncertainty across the industry, particularly as the autumn Budget may further heighten tensions with the potential for job cuts or role shifts in 2025. Retail leaders must engage meaningfully with their teams during this period. Supporting employees isn’t just the right thing to do; it’s a key driver of business performance. High-performing retailers excel in employee engagement and advancing diversity and inclusion—critical strategies for resilience and growth.”
Wider mental health challenges and abuse risks in retail
Separate research for the Retail Trust’s Health of Retail report found that one in six retail workers (17%) had missed at least a day of work due to poor mental health this year. Call-centre staff and younger workers were twice as likely to call in sick.
Nearly three-quarters (71%) of all retail employees surveyed said mental health issues were causing them to underperform at work.
Additionally, the Retail Trust’s Respect Retail campaign in October highlighted that 39% of retail workers are now considering leaving their jobs or the industry due to the rise in violent and abusive incidents.
A CIPD study noted that UK employers are now absent an average of 7.8 days per year, compared to 5.8 days pre-pandemic. Replacing an employee earning £25,000 or more costs an average of £30,614, according to Oxford Economics.
Retail Trust’s resources for wellbeing
The Retail Trust runs a wellbeing helpline, offers counselling and financial aid for retail workers, and collaborates with over 200 retail employers to enhance mental health support. In 2024, the Trust introduced a generative AI-powered happiness dashboard to help retailers track staff wellbeing trends and optimise support strategies.
