1. PeopleMatter’s research organization, The PeopleMatter Institute (PMI),
conducts an annual survey on hourly workforce trends, technologies and
talent. Our ‘How Hourly Workforces Work’ survey results series provides
the most comprehensive look at how service-industry companies hire,
train, schedule, engage and communicate with their people today.
THE 2013 ‘HOW HOURLY WORKFORCES WORK’ SURVEY
1,244
PARTICIPANTS
5 INDUSTRIES
FOODSERVICE HOSPITALITY RETAIL GROCERY C-STORE
AND100EMPLOYEES
OF BUSINESSES ARE
CORPORATE
MANAGED
WORKFORCE MANAGEMENT SYSTEM USERS ARE
WORKFORCE MANAGEMENT SYSTEMS
INCREASE EFFICIENCY
20% OVER PAPER METHODS
11%
HAPPIER
WITH THEIR CUSTOMER
SERVICE THAN THOSE USING
PAPER PROCESSES
$10,000THE COST TO REPLACE
A MANAGER FOR 16% OF
BUSINESSES
DO NOT REGULARLY
EVALUATE
THE EFFECTIVENESS OF THEIR
WORKFORCE MANAGEMENT EFFORTS
INDIVIDUAL SYSTEMS MAKE IT 2.3 TIMES MORE
DIFFICULT TO COMMUNICATE COMPANY-WIDE
37%ARE NOT SATISFIED
WITH THEIR WORKFORCE
MANAGEMENT PROCESSES
18%USE INDIVIDUAL SYSTEMS
69%USE A PAPER SYSTEM
16%USE WORKFORCE MANAGEMENT SYSTEM
16%
HAPPIER
WITH THEIR CUSTOMER
SERVICE THAN THOSE USING
INDIVIDUAL SYSTEMS
RESPONDENTS
MOST
ARETHE
OWNER
/GM
7OUT OF
10BUSINESSES SAY
HOURLY EMPLOYEES
MAKE UP 75%
OF THEIR WORKFORCE
LESS THAN HALF ARE FULLY SATISFIED WITH THEIR CUSTOMER SERVICE
HIRING TRAINING SCHEDULING ENGAGING COMMUNICATION
$ $
$ $
$ $
$ $
1/3
MOST BUSINESSES HAVE
<25 LOCATIONS