Focus on the Front Line

Almost 60 percent of frontline workers feel stress because of low staffing levels, reveals the 2024 Lighthouse Research & Advisory Frontline Development Trends Study. That concern, along with a lack of training, has contributed to most frontline workers feeling unprepared to competently do their jobs.

The absence of adequate training hurts productivity, profit, morale, and safety protocols, according to Schoox's Frontline Worker Skills Growth and the L&D Disconnect report. The learning and talent software company polled more than 730 employers and more than 1,000 frontline workers in the US and Canada about the disconnect between the two groups.

Respondents include workers and employers across frontline industries such as food service, retail, hospitality, construction, and manufacturing. The survey defines frontline workers as employees who must be physically present to accomplish work tasks such as building products, stocking shelves, and supporting customers.

"From construction teams building homes and skyscrapers to restaurant staff serving customers at all hours of the day and night, the demand for motivated, high-quality essential workers is perennially high," the Schoox report notes.

The study indicates that 40 percent of frontline workers said they are unsure about their job expectations, and only 24 percent are confident they receive the proper training. The majority of such workers don't believe their employers adequately communicate essential updates and information, which causes a sense of instability and lack of support. More than half of employees who rated their employer as "poor" in communicating opportunities would leave for a job at another company if it provided career development.

"The data is clear—when companies prioritize training and development, they see tangible benefits, from reduced costs to increased employee engagement," says Ben Eubanks, chief research officer at Lighthouse Research & Advisory. "Closing this gap is critical not just for worker satisfaction, but for overall business performance and long-term success."

Organizations can significantly improve their bottom lines by prioritizing employee development. For example, realized gains noted by the Schoox report include a 90 percent reduction in technology investment costs; a 10 percent decrease in waste, materials, inventory, and shrinkage costs; and a 10 percent increase in sales from limited-time offers with improved messaging and training.