Dissatisfaction is costing businesses – are you paying the price?

Frontline workers are the backbone of every industry. So when they’re dissatisfied, it doesn’t just hurt morale, it hits the bottom line. Our recent Feedback from the Field report highlights the true cost of having unsatisfied workers – that’s around USD $196 billion* each year worldwide. 

The good news is the ‘dissatisfaction dollar’ is entirely avoidable. But it’s up to businesses to pinpoint what’s affecting motivation and tackle it head on. 

We surveyed over 10,000 frontline workers worldwide and found that more than three-quarters (78%) are unhappy with at least some part of their job. Let’s explore why, and practical ways to make a difference.

Profit over protocol comes at a cost for businesses

One thing is clear. You won’t get the best out of frontline workers if they feel unheard and undervalued.

In fact, 44% say they’re less motivated and one-third (34%) less productive. That’s roughly seven hours lost per worker a month. And the hours – and dollars – quickly add up.

Dissatisfaction at work doesn’t just have a financial impact. Brain drain is another possibility, with 31% saying they’re more likely to consider quitting.

So what’s behind this dissatisfaction spiral? Now more than ever, frontline employees are under pressure to perform without the necessary systems in place to help them do their jobs effectively. 

Top 3 concerns for frontline workers

1. Slow responses to resolving issues or risks (40%)
2. Unreasonable expectations leading to burnout (35%)
3. Pressure to cut corners to save time or money (32%) 

This is felt across the board, with frontline employees and managers sharing the same frustrations. 

We’re facing a more challenging work environment – where profit is sometimes prioritized over protocol – and many organizations lack the tools to keep pace. 

What’s just as apparent is the cost of inaction. But change is easier than you might think. 

Resolving issues and risks: fast-track frontline concerns with technology

For far too long, not much is being done about workers’ concerns. So are there ways to resolve this? Technology can go a long way in improving how issues are raised and addressed on the frontline. The key is adopting easily accessible tools that increase visibility – not workload.

Frontline workers are far from fazed by emerging technology. In fact, the opposite is true – they’re frustrated by outdated tools that hinder their efficiency. Our research has found that nearly two-thirds (63%) of workers aren’t fully satisfied with their current tools and IT systems.  

Did you know? Workers lose almost 6 hours a month from using ineffective tools and IT systems. This inefficiency costs frontline businesses worldwide. Learn more in our report.

Is your tooling ticking the boxes for frontline teams?

Here’s what workers are looking for – and what you should be too. 

• Reporting incidents on the go 

Frontline teams need to be able to flag health, safety and quality issues on the go – so speed and responsiveness are crucial. The SafetyCulture platform is mobile friendly, so workers can flag issues in real-time, seamlessly integrating it into their daily workflows. 

• Tracking issues and corrective actions 

Input doesn’t just come from the top. Frontline workers are the eyes and ears on the ground. Their observations and input could be what significantly reduces incidents and near misses. SafetyCulture has the tools to help them to track corrective actions all the way to completion. Develop guidelines for quick follow-ups and feedback loops, and hold management accountable to those timelines.

Have you tried SafetyCulture’s Issues feature? Each issue has its own digital audit trail, which logs comments, media attachments and field updates in real-time. Everyone who needs to know is kept in the loop and nothing gets lost in piles of paperwork. 

• Raising concerns anonymously

Feedback given behind the cloak of anonymity can help bring real issues to the surface. The ability to voice concerns and pain points incognito is essential to frontline workers, with 32% of those surveyed wanting assurance that feedback will be handled confidentially. Give teams an easy and anonymous way to make a report, like with capture-and-notify technology like QR codes. 

• Working smarter – not harder – with emerging technology

AI and Sensors have made their mark in the workplace by automating repetitive activities, like data entry, inventory tracking, and scheduling. AI-powered predictive tools have made it easier to manage issues by minimizing disruptions and helping workers stay ahead of problems.

Burnout and big expectations: challenging the culture of frontline work 

In environments with rigid processes and strict regulations, it’s easy to fall into the “we’ve always done it this way” mindset. But how it’s always been done isn’t necessarily the way forward. Frontline work is ripe for change – and it doesn’t stop at tools and technology. It demands a cultural shift, too. 

Feedback from the Field looks at what matters most to frontline workers in this space. From performance to communication strategies, there are plenty of opportunities to engage with the frontline and turn things around. 

• Set expectations for workplace safety: Reinforce safety and quality standards through toolbox talks and make clear that cutting corners is not acceptable. Ease the load on workers by setting realistic workload targets informed by operational data. Keep an eye on capacity by setting up dashboards to help manage frontline team’s workloads. 

• Invest in learning and development: When organizations invest in training frontline workers, everybody wins. Start by offering short, targeted training sessions or certifications relevant to their roles. Mobile-first microlearning allows you to roll out interactive training on any device, making it easy for teams to upskill on the go. This creates an environment where growth is part of the routine, and employees will see clear pathways for advancement within the company.

• Encourage open lines of communication: You can’t expect workers to go out on a limb if they feel their feedback might lead to repercussions. They need to feel safe and supported – and cultivating that environment starts at the top. Encourage open dialogue between teams and management, based on positive reinforcement rather than fear. Treat missteps as learning opportunities. Begin involving frontline workers in decision-making, giving them a seat at the table rather than handing down directives. 

• Prioritize active listening: Your teams might feel like they don’t have the autonomy to speak up, but the next step is acting on it. Create monthly or quarterly reports showing how issues raised by frontline workers are being addressed. Confident, empowered workers means swift action will be taken, better ideas and refined problem-solving activities.

Addressing employee dissatisfaction goes beyond reducing complaints; it improves productivity, wellbeing and team morale. By tackling issues head-on and promoting open communication, companies can build a culture where everyone feels appreciated, supported and equipped to do their best work.

Download your copy of Feedback from the Field: Time for Change

*The cost of dissatisfaction to business
This figure was calculated by YouGov based on the average local weekly wage, estimated average hours lost to effects of dissatisfaction as reported by survey respondents, and the estimated number of workers in frontline industries.

Local wage estimates were sourced from national statistical agencies, and the number of worker estimates were sourced from YouGov Profiles.

About the research

‘Feedback from the Field’ is an annual report that aims to give businesses deeper insights into their workforce and help uncover opportunities for operational improvement. All figures, unless otherwise stated, are from YouGov. The total sample size was 10,121 adults (2023 UK, 2087 US, 2010 Australia, 2003 Germany, 1504 France, 501 Ireland). Fieldwork was undertaken from July to August 2024. The survey was carried out online.

Read more Feedback from the Field articles

• The rise of Improvement Specialists: A new era on the frontline
• Preventing brain drain: 5 ways to retain skills and knowledge in your team
• How to improve employee-manager relationships

Important Notice
The information contained in this article is general in nature and you should consider whether the information is appropriate to your specific needs. Legal and other matters referred to in this article are based on our interpretation of laws existing at the time and should not be relied on in place of professional advice. We are not responsible for the content of any site owned by a third party that may be linked to this article. SafetyCulture disclaims all liability (except for any liability which by law cannot be excluded) for any error, inaccuracy, or omission from the information contained in this article, any site linked to this article, and any loss or damage suffered by any person directly or indirectly through relying on this information.