The most common cause of dissatisfaction, cited by 43% of frontline workers, was unreasonable expectations or burnout. This was closely followed by the company’s slow response to resolving issues or risks, cited by 42% of workers. Meanwhile 33% pointed to pressure to cut corners to save time or money.
Dissatisfaction is also causing output issues, as 52% reported feeling less motivated, 41% felt less productive, and 37% were more likely to quit or feel anxious.
“HR plays a crucial role in reducing the pressure on frontline employees by actively managing workload and preventing burnout,” Steven Frost, CEO of frontline employee engagement consultancy, WorkBuzz, told HR magazine.
“Regular feedback loops, like pulse surveys, help to identify pain points early, ensure teams have adequate resources, realistic targets, and clear communication – all of which help to manage expectations and remove the need to cut corners.”
Read more: How to address silent burnout among frontline workers
HR should spend time with frontline employees to better understand their expectations and workload, according to Alex Brooks-Sykes, UK and Ireland lead at Safety Culture.
Speaking to HR magazine, he said: “When it comes to managing pressures on the frontline, visibility matters.
“Are you spending time out in the field or on the floor, getting to know your employees and their day-to-day reality? Doing this not only fosters trust and encourages communication from frontline employees, it also builds your understanding of the expectations and pressures on these workers.”
HR should also ensure frontline workers feel enabled to report health and safety concerns, Frost added.
“When it comes to improving health and safety, proactive risk assessments and ongoing safety training are essential,” he continued.
“It's important that HR teams create an open environment where workers feel safe to report hazards without fear of blame, and where these issues are resolved promptly. Timely responses to concerns build trust and demonstrate that safety is a top priority.”
Using technology to show how long it took to respond to safety concerns would also help improve trust, Brooks-Sykes suggested.
Read more: How can technology keep frontline workers safe?
He said: “If your teams work in more complex and restricted environments, consider using communication boards, screens or apps to demonstrate response to issues.”
HR could offer frontline workers better pay and benefits to improve their job satisfaction, Brooks-Sykes added.
“Frontline employees are quite clear about the main way their job satisfaction could be improved: better pay and benefits,” he noted.
“From a management perspective this isn’t always feasible, but there are other softer ways to build employee engagement.”
Frost pointed to reward and recognition programmes as crucial to show frontline employees their work was appreciated.
“To enhance job satisfaction, employers should look to create and implement recognition programmes that reward consistent performance and safety compliance,” he explained.
“Providing opportunities for career development and ensuring transparent communication about organisational changes can also make a significant difference in how valued employees feel in their roles. When frontline workers feel heard, supported, and valued, job satisfaction and retention will improve."
Safety Culture commissioned YouGov to survey 2,000 frontline workers between 31 July and 14 August 2024 for its Feedback from the Field report.
