Survey: Frontline workers say information gaps lead to decreased productivity
Information gaps are causing problems for frontline employees and managers.
According to a new survey from AI-powered employee experience platform Staffbase, more than 50% of frontline workers and managers (spanning retail, manufacturing, logistics and more) receive the news and information they need to do their job across six or more channels.
More than a quarter (27%) of those surveyed said information across channels is moderately to very inconsistent, while more than a third (35%) encounter conflicting, outdated or unclear information a few times a week or more.
Due to these gaps, nearly half (48%) of the frontline workers and managers surveyed reported lower productivity or operational efficiency due to information gaps. Forty-four percent reported a higher risk of errors, quality issues or missed deadlines, while 43% reported slower decision-making as a result.
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The vast majority (83%) of frontline employees said a single app bringing together work-related activities and information would have a "high" or "very high" impact on their ability to do their jobs effectively.
Nearly half (47%) of respondents surveyed selected AI-powered answers and guidance among their top three capabilities for a unified frontline experience. Forty-six percent prioritized one place to see tasks, required actions, and what needs to happen next.
More than a third (36%) of those surveyed added that they want easy access to training, learning, and job-related information through one single source.
“Frontline employees are getting information from too many disconnected apps and channels,” said David Maffei, senior VP and general manager of global markets at Staffbase. “Nobody should have to work out which source is right. Employees need information they can trust and a clear understanding of what to do next. Bringing that together should make their working day simpler, whatever systems sit underneath.”
Staffbase’s The Frontline Experience In 2027: Closing The Information Gap report is a Forrester Opportunity Snapshot that surveyed employees in retail, healthcare, manufacturing and materials, and transportation and logistics. The survey was fielded in August.
