Bridging the gap between frontline staff and managers: Insights from the State of the Frontline Workforce Report.
Boston, London, Stockholm - April 24th, Frontline workers have spoken. In 2024, the biggest factors impacting them are low pay, stressful work environments, and poor leadership. As many as one in two frontline workers have considered quitting their jobs in the past year. What’s driving the dissatisfaction with frontline work?
- 66% of frontline workers have reported they experienced work-related stress
- 30% are worried that their income does not cover the cost of living
- 18% feel they’re working too many hours
This year’s report, focusing on frontline satisfaction, employee experience, and the attitude towards new technologies, has sifted through the responses of 12,500 frontline workers in sectors such as retail, hospitality, and warehousing and logistics.
With the cost of living consistently rising, inflation high, and the future of technology and AI all mixed together– it makes for an uncertain and stressful time for many frontline workers and businesses. Frontline workers need their pay and benefits to support them and their basic needs, as well as to feel valued at work and be given opportunities for learning and growth.
The report reveals that 66% of frontline workers have reported they experienced work-related stress. 30% are worried that their income does not cover the cost of living and 18% feel they’re working too many hours. Stressful work environments are also one of the top three reasons they have considered leaving their job in the past year. That’s a whopping 5% increase from 2023.
Stress can hinder people from doing their best work and may push them to consider other job options. High stress often means lower productivity and more mistakes, which only adds to the pressure frontline workers already feel.
“The industry has changed drastically in recent years, creating new stressors for frontline workers that have left them feeling undervalued,” said Quinyx CEO Erik Fjellborg. “By taking a holistic approach to engaging the frontline that incorporates streamlined communication and technology tools, more flexibility and increased employee recognition, employers can reduce this stress and create a more productive, engaged workforce.”
So, what does the frontline want? One out of three frontline workers have considered quitting because they don’t feel they’re getting recognition and appreciation for their hard work. Frontline workers want to feel valued – not just monetarily but also through opportunities for growth and flexibility for external priorities. However, more than 80% of frontline workers are confident that they have other job opportunities that match their skills.
When asking Gen Z and Millennials (ages 18-43), higher pay and a more flexible schedule rank higher in importance than for older Millennials, Gen X, and Baby Boomers (ages 44-78). When asked what would make their job more attractive to them, there is a clear difference between the older and younger generations. 19% say more flexible schedules, compared to 15% for the older generations. If higher pay is not on the table, more flexible schedules can be a great benefit to consider for the younger frontline workers as they place it in higher importance.
In a time when technology holds a lot of amazing possibilities, it also can create uncertainty and worry about the impact on the workforce. Luckily, there is a lot of optimism around AI amongst frontline workers in 2024, with 51% believing the future of tech will impact their jobs positively. Of the positives, 60% believe it will help them get their work done faster and more efficiently. Of the workers who feel hesitant about the future of technology, 55% worry technology will eliminate their position.
So what should be done? The report makes it clear that frontline workers are more stressed out than ever. While pay increases may not always be feasible, employers can ease the strain by offering flexible scheduling and improved communication technology. Prioritizing employee retention, satisfaction, and wellness must become paramount for employers, given that these factors are just as crucial as revenue and profit.
Key takeaways from the report:
- 55% of frontline workers have considered quitting their jobs in the past year due to low pay, stressful work environments, and poor leadership.
- Work-related stress among frontline workers has intensified, with 66% reporting stress in 2024, signifying a 5% increase from the previous year.
- 51% of frontline workers believe that future technological advancements, including AI, will have a positive impact on their jobs.
- Despite growing optimism, 14% of frontline workers worry about technology eliminating their positions, highlighting the need for transparent communication and support.
- Younger generations prioritize higher pay and flexible schedules, with 70% citing pay and 19% mentioning schedule flexibility as key factors for job attractiveness.
- In contrast, older workers value stability and long-term commitment, with 60% viewing their frontline job as a long-term career commitment.
How this survey was done
The 2024 State of the Frontline Workforce Report is based on an online survey that took place between February and April 2024. During that time, we received survey responses from a total of 12,500 frontline workers across the retail, hospitality, logistics and healthcare sectors. The survey was conducted in 8 countries: United States, United Kingdom, Germany, Netherlands, Sweden, Finland, Norway and Denmark.
About us
Quinyx, a leader in workforce management solutions, elevates how frontline worker-reliant organizations optimize their businesses, manage their workforce, and engage their frontline employees. With an international footprint, Quinyx supports millions of users in an extensive range of clients such as Indigo, Swarovski, Starbucks, Calvin Klein, Bath & Body Works, Rituals, Victoria's Secret, and Tory Burch.
Read the full report here