FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
As hybrid work policies continue to evolve for office-based employees, research from JLL has found a significant portion of the workforce faces entirely different workplace challenges.
JLL’s Workforce Preferences Barometer research on The Forgotten Workforce reveals that frontline workers, including retail and healthcare employees, bank branch staff, factory and lab warehouse workers and lab and education personnel, report consistently lower satisfaction despite working in purpose-built facilities designed for their specific functions.
High-performing frontline environments include factors that go beyond operational efficiency. The research points to five key recommendations:
- Designing infrastructure that supports flexible scheduling.
- Prioritising physical environment upgrades, including ergonomic zones and acoustic solutions.
- Integrating wellbeing infrastructure into operational design.
- Creating AI-ready learning environments; and developing spaces that foster managerial empowerment.
Peter Miscovich, Executive Managing Director, Global Future of Work Leader, JLL said: “The workplace remains a key tool to both engage and attract top talent, especially as it relates to employee expectations. Employers that smartly invest in workplace design and fit outs that promote wellbeing can create high-performance work environments that will support all employees – from new members of the workforce to more tenured employees, further promoting long-term talent attraction, retention and future business growth.”
According to Dr. Paul Morgan, Global COO, REMS, JLL: “The answer lies in creating adaptive workplaces that support diverse needs, from flexible arrangements to connection-rich environments where emerging talent can build relationships and accelerate their growth.”
Perhaps most concerning, the research identifies significant engagement challenges among frontline workers. Nearly half do not consider their company a great place to work compared to only 38 per cent of office workers, and 44 per cent report burnout versus 39 per cent of office workers. Yet, they do not intend to leave more than their office counterparts: 22 per cent of frontline workers could consider leaving within the next 12 months.
Pradère said: “The burnout-retention paradox we’re seeing suggests that despite higher stress levels, frontline workers may have fewer options to change their circumstances, making it even more critical for employers to address workplace satisfaction proactively. Those experiencing high burnout feel significantly less empowered and more isolated than their peers.”
The research also found a significant technology divide, with only 52 per cent of frontline workers having access to AI training compared to 70 per cent of office workers. This gap represents both a challenge and an opportunity for employers looking to future-proof their workforce.
Looking ahead, the research emphasises that successful workplace strategies must embrace granular, place-of-work-specific approaches, treating each segment – employees working in retail, education, health facilities, bank branches, etc. – as a unique intersection of operational requirements, professional identity and human needs.
The research surveyed 3,411 frontline workers in 26 markets across the globe.
According to the 2026 UK Facilities Management Market Research Report by askporter, facilities management professionals want clear, verifiable evidence of work being delivered, with teams that can communicate progress in real time. This requires technology that is affordable, intuitive, and quick to adopt.
Yet the report found that:
Over three quarters of FM professionals (76 per cent) experience operational inefficiencies caused by siloed software which results in a lack of real-time visibility.
Communications challenges lead to maintenance issues, with 73 per cent of teams being forced into reactive problem-solving on a weekly basis.
A worrying level of compliance gaps, with 44 per cent of admitting that half or less of their compliance tasks are tracked and automated within their systems.
Closing this gap requires the establishment of transparent and consistent communications using affordable software that gives FM teams the ability to track, evidence and improve their services.
This webinar provides a valuable overview of the main findings of the report by askporter followed by a panel discussion by FM thought leaders on practical, strategic solutions that can help close this communications gap.
To register for the webinar taking place 29 January 2026 at 11:00am click here.
