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A Post-Pandemic Training Opportunity
Pulse
New survey highlights opportunities for retailers to improve training programs.
The New ‘New Normal’
A survey conducted by EnsembleIQ Research Solutions and sponsored by Axonify shows that nearly 60% of front-line grocery workers say they experienced a shift in their role or job tasks during the COVID-19 pandemic. And of the respondents who said their jobs or roles changed, more than 40% said they received no training for their new responsibilities.
Room for Improvement
Among the workers who said they are not highly satisfied with their employer’s training offering, key improvements that could change their rating include extending the time devoted to training, offering more guidance and improving communication overall.
received
Training
NO
Training
received
Training
NO
Training
New Job Tasks
New Job Role
% RECEIVING TRAINING FOR NEW TASKS OR ROLE
(N=444 ROLE / TASKS CHANGED DURING PANDEMIC)
Yes, role or tasks changed significantly
No, role or tasks stayed same
Yes, role or tasks changed somewhat
CHANGE IN ROLE OR TASKS DUE TO PANDEMIC (N=754)
Extremely /
Very satisfied
SATISFACTION WITH CURRENT EMPLOYER TRAINING AND SUPPORT (N=754)
Around 40% of respondents detailed key areas of improvement for grocery retailers to improve training processes.
Somewhat satisfied
Not Very / Not at all satisfied
OPPORTUNITIES FOR IMPROVEMENT (N=405: SOMEWHAT, NOT VERY OR NOT AT ALL SATISFIED WITH CURRENT TRAINING/SUPPORT)
Need longer training time / Feels rushed
12%
There is no training / Had to learn on own
11%
Need better communication during training
7%
Allot more time for training
Need more employees
“They need to take their time training people. Don't expect someone to have figured it all out in one week or 3 days.”
“Very little training. Here is your register so start ringing up customers. A few hours with an assist from management would help.”
“When the store I work for changes a policy, they often just send a letter to the front end where I work. Unless someone happens to mention it, you may never see it. Communication could be better!”
5%
“Make sure that available hours are dedicated to training and not be cut during lower available hours periods.”
“We are severely understaffed on a regular basis, with no help from management. We are expected to do 9-10 hours worth of work in 8 hours with no assistance..”
5%
Designing a 2021 Training Program
When given the opportunity to redesign their employer’s training program, respondents said retailers should focus on more hands-on and one-on-one support, as well as improved communication and consideration for different methods.
Despite mostly positive satisfaction with training and support, few workers are highly likely to recommend their employer as a place to work resulting in a Net Promoter Score of -4.
LIKELIHOOD TO RECOMMEND EMPLOYER AS PLACE TO WORK (N=754)
Do nothing / No change / Not sure
“I don't know what my top priorities to change would be. I don't actually know how their training is supposed to be.”
“For my particular position, I would institute more hands on training. I would have a coach a manager or someone well versed in the position act out various situations the new employee might have to deal with. Examples would be coupons, WIC checks.”
“Have more one on one training & for a longer period of time depending on the position & or how well the new employee is picking up what is being taught.”
13%
Better communication during training
Improved training methods
Hands on training / Better than computer
7%
More one on one training
6%
“I think there needs to be better communication throughout all departments. For example, I work in the coffee shop in my grocery store and I feel like other departments don't really understand us or care about us as much. I think managers throughout the grocery store need to have an understanding of how the coffee shop runs and do a better job at staffing us.”
5%
“I would explore more methods for employees training.”
5%
of America’s Grocery Workers
Taking the Pulse of America’s Grocery Workers
Generational Takeaways
Generation X and Baby Boomers were more likely to say their employer’s program is old-fashioned. Across nearly all metrics, the subgroups that expressed more negative training perceptions and experiences tend to be female, Generation Z, part-time, work at mid-large operators and at mass or dollar stores.
Opinions are across the board on training programs being old fashioned vs. cutting edge, but interestingly, Gen X and Baby Boomers are more likely to score the program as old fashioned. Most workers indicate their employer training program is not time consuming.
CURRENT EMPLOYER TRAINING PROGRAM PERFORMANCE SCORECARD (N=754)
Opportunity Knocks
More than half of respondents (55%) said they are highly likely to continue working for their current employer and will remain in the grocery or retail industry for the foreseeable future even despite uncertainties over what the “new normal” will be like.
Despite the uncertainties of what a post-pandemic workplace and job market will look like, over half of workers are highly likely to continue working for their current employer and, consequently, will remain in the grocery or retail industry for the foreseeable future.
LIKELIHOOD TO CONTINUE WORKING FOR CURRENT EMPLOYER AND IN RETAIL / GROCERY INDUSTRY (N=754)
Old-Fashioned
Approach
Time Commitment
Takes too much time
46%
39%
15%
1
9%
2
17%
3
38%
4
27%
5
9%
1
3%
2
9%
3
41%
4
35%
5
13%
Cutting-Edge
Quick / Doesn't take a lot of time
Extremely /
very likely
55%
27%
19%
Somewhat
likely
Not at all /
Not very likely
Stay with Employer
(Next 2-3 Years)
Extremely /
very likely
55%
30%
15%
Stay in Retail / Employer
(Next 2-3 Years)
Somewhat
likely
Not at all /
Not very likely
Questions?
Comments?
Ideas?
Click here to continue the conversation.
Over half (59%) experienced a shift in their role or job tasks during COVID-19. Those taking on new tasks were slightly more likely to receive training vs. not. For those assuming a new role, the gap was even greater between being provided training and not (23 pts).
41%
17%
42%
42%
32%
31%
9%
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Taking the
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What’s next?
The grocery industry has risen above unprecedented challenges during the pandemic and come out stronger than ever before. But as the survey data show, there’s an opportunity to do more for the front-line workforce, especially when it comes to training. Gaps in training pose risks to the business in the way of customer service failures, employee turnover and other problems affecting the bottom line. The COVID-19 crisis has shown that communication and training are critical; having the right tech to make training more personalized, enjoyable and relevant can give grocery retailers the power to support front-line workers and successfully navigate the next crisis.
This low score is driven by specific segments including females, part-time workers, those working for mid / large operators and those working at mass or dollar stores.
Net Promoter Score
33%
29%
38%
-4
Promoter (9/10)
Passive (7/8)
Detractor (0-6)
Employers are not overemphasizing training, with only 22% of workers indicating they are required to complete “too much” training. In fact, workers value the support they receive with nearly half (49%) reporting that training “helps me do my job better.”
CURRENT EMPLOYER TRAINING PROGRAM PERFORMANCE SCORECARD (N=754)
1
14%
2
23%
3
40%
4
16%
5
6%
1
7%
2
12%
3
31%
4
33%
5
16%
Doesn't put enough emphasis on training
Doesn't really help me at all
Requires too much training
Helps me do my job better
Employer Emphasis
Applicability
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