In a recent Gallup survey of 23,000 employees during Q3 2025, it was revealed that staffing levels are the number one barrier to providing exceptional products and services to customers. The survey found that 37% of employees across various positions cited having the right number of people to do the work as the top barrier. Interestingly, leaders, managers, and project managers viewed staffing as a bigger issue compared to individual contributors. Additionally, 16% of employees mentioned that training and having the right skills for the job were significant barriers, while only 16% believed there were no obstacles in providing exceptional customer service.
The concerns about staffing have risen at a time when employees feel that their employers are reducing headcount, as highlighted by Gallup’s findings. There seems to be a disconnect between what employees perceive as their responsibility for customer experience and their confidence in their organizations to meet customer needs. While more than 2 in 5 employees strongly feel responsible for customer experience, only about a quarter strongly agree that their organization fulfills its promises to customers.
Megan Mulherin, a research analyst at Gallup, pointed out that staffing cuts play a significant role in this imbalance. She emphasized that employees are deeply committed to delivering for customers but often lack the necessary staffing and operational support to do so effectively. As nearly a quarter of U.S. employees reported that their organizations are reducing headcount, and two-thirds indicated that employees working directly with customers bear the brunt of these changes, it is clear that additional responsibilities are being placed on already stretched teams.
A recent Qualtrics report highlighted the negative impact of cost-cutting measures on employment models and onboarding processes. When organizations prioritize cost savings by hiring part-time or gig workers, it can lead to disengaged employees, particularly those interacting directly with customers. Georgie McIntyre, an employee experience adviser and organizational psychologist at Qualtrics, noted that when frontline and part-time staff feel disempowered, it can result in apathy that eventually affects the customer experience, potentially leading to service failures.
It is crucial for organizations to prioritize both the customer experience and the well-being of their employees to avoid burnout and ensure a positive work environment. By addressing staffing concerns, providing adequate training and support, and empowering employees to deliver exceptional service, businesses can enhance customer satisfaction and loyalty.
