Exclusive: Interviews with 500 UK store staff on the realities of working in retail

PROMOTIONAL RESEARCH

Retail Week’s Talking Shop report 2026 – now in its third year – reveals a workforce optimistic about the future yet still grappling with career doubts, communication gaps, and mounting operational pressures. Discover more in our preview.

RWCONN359_TALKSHOP_3X2

66% of UK retail workers don’t see retail as a good long‑term career – up from 48% last year.

That’s the wake‑up call from Retail Week’s Talking Shop report, published today in partnership with Rotageek, and based on the views of 500 frontline colleagues, revealing the unfiltered reality of life on the shop floor.

Yet despite this dip in confidence, there is significant untapped potential. By strengthening progression routes, investing in development, and making career success stories more visible, leadership and management teams can reshape perceptions and position retail as a credible, rewarding long‑term career choice.

In this article, we give a sneak peek at some of the topline findings from the report and what they mean for retailers committed to building high‑performing, future‑ready teams.

How are frontline staff really feeling?

80% of frontline staff feel secure in their job; however, the proportion expressing insecurity has risen from 12% last year to 14%

62% believe the right tools will improve store operations – this sentiment is even stronger in beauty (71%) and fashion (67%)

Yet 40% say digital change in their stores is either slow or limited, despite only 12% feeling uncomfortable with new technology – signalling an openness to innovation that isn’t always met with action

Stock availability and ordering (19%) is the one area where frontline staff feel most improvement can be made through the implementation of new tech.

What are the main concerns for today’s retail workforce?

As with last year, pay and working conditions top the list – selected by 14% of respondents as their biggest concern. That’s a significant drop from 27% last year, suggesting the wave of retailer‑led pay rises is having an impact.

Aldi is investing £36m in pay and benefits in 2026, Lidl £29m (with nationwide entry pay rising to £13.45 per hour), and Sainsbury’s has confirmed an above‑inflation uplift to £13.23 per hour.

One retailer that has turned staff engagement into tangible rewards is DIY retailer Wickes. In December 2025, 1,000 employees shared £14.1m through a three-year save-as-you-earn scheme. Average savings of £199/month grew to £16,049 thanks to a 124% rise in share price, giving staff a stake in the company’s success.

The scheme boosts productivity, rewards dedication, and aligns employees with business performance – and with sales up 5.3% year on year to £1.64bn, Wickes’ colleagues are reaping the benefits.

What does the data reveal about how effective communication is between head office and the shop floor?

There’s still work to do – one in four frontline staff say communication from head office is ineffective. In the report, we outline practical ways to close the gap, drawing examples from retailers including Currys, Primark, and Starbucks that are getting it right.

Meanwhile, 23% of frontline workers say they don’t feel their views are valued – improving from 33% last year, but still a meaningful challenge. In food and grocery, the disconnect is highest, with 32% saying their views aren’t heard.

Who did Retail Week speak to for this report?

The report features insight from 500 UK frontline retail workers, spanning full-time and part-time roles, surveyed in December 2025. It also features perspectives from leading retailers, including Holland & Barrett, JD Sports, Currys, M&S, Sainsbury’s, Ikea, and more – highlighting how technology, AI, and operational change are shaping frontline experiences.

Industry expert Rotageek provides commentary on how smarter workforce planning and scheduling technology can improve frontline wellbeing, boost engagement, and help retailers balance operational efficiency with employee needs.