New research from DailyPay and Workday reveals a wide gap between what frontline workers expect from their jobs and what employers deliver. The report, "The Frontline Worker Expectation Gap," released September 17, 2026, surveyed 2,208 U.S. hourly workers and found double-digit dissatisfaction across schedule control, pay transparency, and digital tools - factors with direct consequences for recruiting, retention, and productivity.
Calculated decisions on every shift
Frontline workers are factoring hidden costs into every shift decision. According to the report, 78% calculate expenses like gas, commuting, and childcare before accepting a new shift. Nearly half (46%) borrow money between pay periods, and 69% check their pay after each shift.
"Employee expectations regarding their time, money and jobs have evolved. Yet, the systems supporting them haven't kept pace," said Andrew Brandman, chief operating officer, DailyPay.
The three gaps: autonomy, transparency, tools
The research identified three areas where the expectation gap is widest. Control over work schedules is important to 72% of respondents, but only 51% are satisfied with what employers offer. Pay clarity and high wages dominate priorities at 84% and 88%, yet just 57% report satisfaction with pay transparency. Mobile tools matter to 70% of workers, but only 53% are satisfied with current access.
Many workers do not expect these gaps to close. More than half (52%) said they don't believe their employers will address them.
What's at stake for employers
The findings carry concrete implications. For recruiting, 45% of frontline workers rank their schedule among the top three factors in accepting a job, second only to pay. For retention, 77% say access to on-demand pay sways their choice between two competitive offers, and 23% say the right digital tools make them more likely to stay.
On productivity, more than a third of workers say digital tools (36%) and AI (34%) boost their output. While 50% still worry AI will replace their jobs, among those whose employers already use AI, 64% report a positive impact.
"Frontline workers want tools that make their daily lives easier, not more complex," said Josh Secrest, vice president of Paradox, Workday. "When you bring scheduling, pay clarity, and frontline support together on one intuitive platform, you are able to build trust with your teams while helping your business thrive."
Why this matters for HR and management
Closing the expectation gap is not a technology problem alone - it is a workforce planning issue. The data shows that schedule flexibility and pay transparency are not peripheral perks; they rank just behind base wages in driving job acceptance and retention. HR leaders who treat these as core employment terms rather than add-ons stand to gain an edge in a competitive hourly labor market. For teams evaluating digital tools, the 64% positive AI sentiment among workers already exposed to it suggests that adoption, when tied to practical daily tasks, reduces fear and lifts productivity. AI for HR Managers Courses explore how AI-driven HR tools can help bridge gaps in recruitment, retention, and the digital experience for frontline teams.
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