Deskless workers are still dissatisfied at work and employers are struggling to meet their needs

The research sheds light on a critical challenge faced by organisations amid the backdrop of competitive labour markets and the urgent need for a return on investment in business transformation initiatives.

Within employee and employer perceptions, there is a growing understanding among managers about the expectations of frontline workers. However, action from employers still lags behind. The findings of this study, carried out over three years, highlight significant gaps in the perceived quality of the employee experience. Over the years, we’ve witnessed a remarkable transformation in perception alignment—where employees and employers now share similar views on essential experience elements.

While these gaps have decreased, there is work yet to be done. The study shows that 43% of employees still feel undervalued by their employer, while more than 35% believe their contributions to the business go unrecognised.

Frontline workers, often known as deskless employees, face challenges related to scheduling, access to training, and digital tools, which have led to widespread dissatisfaction. A staggering 74% of dissatisfied employees express a strong desire to work for an employer offering scheduling flexibility, with 54% ready to leave in search of such an employer. Additionally, 60% of employees prefer mobile access to training, yet only 19% currently have access to such options.

Mike Morini, CEO of WorkForce Software, acknowledged the urgency of addressing these challenges, stating, "Keeping employees engaged to avoid losing valuable talent is of paramount importance right now. The cost of inaction, including the negative impact on productivity, talent acquisition, and retention, far outweighs the investment required to support, upskill, and empower deskless employees."

The study suggests that with readily available technology solutions, removing barriers to create better employee experiences should be a priority. In 2023, there’s no reason why employees can’t view shift schedules, make changes, contact their manager, or complete relevant training digitally.