What: New UK government research demonstrates how different disabilities face varying challenges across retail sectors, requiring tailored solutions rather than universal approaches.

Why it is important: With customers with disabilities comprising 15-20% of the retail customer base and successful inclusive initiatives showing 56% performance increases, addressing accessibility has become both a social responsibility and business imperative.

The UK Government's Research Institute for Disabled Consumers has revealed significant variations in how different disabilities impact retail experiences. The comprehensive study, involving 1,545 respondents, identified retail as the most challenging sector, with 65% reporting access barriers. The research uncovered distinct patterns: individuals with social impairments struggled most with financial and sports sectors, while those with vision impairments faced greater challenges with technology. Entertainment venues proved particularly difficult for people with dexterity issues, affecting 68% of respondents, and those with cognitive impairments encountered significant barriers in wellbeing services and household goods sectors. These findings have prompted industry leaders to advocate for more nuanced approaches to accessibility, including mandatory standards, co-design with disabled customers, and enhanced staff training. Successful initiatives from major retailers demonstrate the effectiveness of targeted solutions, such as Microsoft's Be My Eyes service for visually impaired customers and Starbucks' sign language stores, showing how understanding specific needs can lead to meaningful improvements in retail accessibility.

IADS Notes:

The retail industry's approach to disability-inclusive customer service has evolved significantly over the past year. In January 2025, Primark demonstrated the market potential by launching an adaptive clothing range targeting a £400 billion market, combining accessibility with commercial opportunity. The following month saw the emergence of the FAIR framework (Fairness, Access, Inclusion, and Representation), offering retailers a structured approach to implementing inclusive practices. This was quickly followed by Westfield London's opening of a permanent sensory room, showcasing practical applications of accessibility principles in physical retail spaces. March 2025 research validated these initiatives, revealing that inclusive practices yield significant returns, including a 56% increase in performance and 75% decrease in employee sick days. By April 2025, Selfridges had expanded its Quiet Hour program across all stores, exemplifying how targeted solutions can be scaled successfully, moving the industry beyond one-size-fits-all approaches to create truly accessible retail environments.

Why disability-inclusive customer service is never a one size fits all