The 2023 Retail employee sentiment report
Nearly 1 in 2 frontline retail workers are unhappy at work—and widespread dissatisfaction is driving the turnover that thwarts key business goals.
In this report, we explore how retail workers feel about their roles and what businesses can do to support them.
Understand how retail leaders can bridge the gap between rising consumer expectations and a dwindling workforce. You’ll learn how employee happiness directly impacts your bottom line, why "surface acting" leads to burnout, and how the right automation tools can turn a frustrated staff into a high-performing, customer-centric team.
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Learn how to reduce employee turnover, mitigate customer incivility, and turn your frontline staff into a competitive advantage.
Whats inside…
Explore the tactical solutions retailers can employ to improve the experience for both their employees and their customers. You’ll learn how to identify mundane tasks ripe for automation and how to create new opportunities for meaningful face-time that drives sales.
The "Great Attrition": Understanding the 70% higher quit rate in retailThe correlation between work significance and 13% higher productivityWhy 73% of retail employees view long lines as a primary source of work anxietyThe "Fight-or-Flight" effect: How customer incivility impacts cognitive powerModernizing the tech stack to meet the "Instant Gratification" eraDid you know...
Happy workers are 13% more productive and drive 23% higher profits.
Investing in employee satisfaction isn't just a HR initiative; it’s a proven driver of business growth.
53% of retail workers find fulfillment in customer interactions, yet 72% are bored.
Staff are bogged down by manual, solitary tasks when they would rather be building relationships with your shoppers.
Customer incivility is the leading cause of job burnout and "surface acting."
When employees must constantly mediate angry customers, their mental health and productivity suffer.
Long wait times are the #1 trigger for customer aggression.
Nearly 70% of staff deal with angry customers regularly, citing slow queues as the primary cause of friction.
1 in 2 retail workers are actively craving more automation.
Employees don't fear tech; they want it to handle the repetitive issues so they can focus on high-value service.
40% of staff say they waste time dealing with dated or poorly designed technology.
Outdated tools don't just slow down operations—they actively demoralize your frontline workforce.
Our 2023 employee survey found that:
46%
of retail workers do not find their work meaningful or significant.
78%
of employees believe customer behavior has worsened over the last 5 years.
There’s nothing to lose but the wait
