Making it up as they go: 67% of managers say understaffing and burnout impact their ability to effectively navigate their roles

Frontline issues

Dealing with “challenging customers" was identified as the number-one frontline issue by workers and the second among managers. In fact, over half of managers (51%) and one-third of workers want more conflict resolution training to help them safely navigate customer conflict.

Only 39% of employees find communication in their organizations "very helpful," dipping to 31% for retail respondents, the lowest among the surveyed industries. This gap extends to direct feedback, which 33% of employees say they rarely or never receive, highlighting an opportunity for improved communications strategies that impact morale and efficiency.

"Frontline workers want to be successful in their work, but they need the right tools, support and resources to succeed," Leaman said. "This report identifies gaps and provides a clear path forward for organizations to invest in their people and build stronger, more resilient teams today."

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Additional findings

More than half (67%) of managers and workers (57%) are feeling like they're "making it up as they go along" at least some of the time at work.

These perceptions were strongest among managers in retail (74%) compared to grocery (61%), foodservice (60%) and hospitality (60%). What’s more, 40% of managers reporting they "feel burned out on a daily basis."

At the same time, 87% percent of managers and 77% of workers report being at least somewhat happy in their current jobs. To improve this optimism, managers and workers cited the need for higher pay, greater staffing support and guidance and resources to do their jobs well.

Managers and workers are seeking training in these areas:

• Managers: Upskilling or cross-skilling (56%), AI and emerging technology (52%), conflict resolution (51%)
• Workers: Upskilling or cross-skilling (41%), leadership and management (41%), using tools and technology (37%)

Survey methodology

The report consists of two surveys. The first was sent to 110 executives of frontline businesses in the following industries: retail; grocery; hospitality (hotels, resorts, etc.); foodservice; distribution and logistics.

The second was sent to 255 frontline managers and 423 frontline employees in the same industries.

These surveys asked a parallel series of questions about the work experience and perceptions of frontline employees. Managers and employees were asked to describe their own experiences, while executives were asked their perception of the average frontline employee experience.

They included a mix of multiple-choice and open-ended questions. Topics included everyday pain points, perceptions of success, relationships with supervisors and desired training.