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New Research Reveals the Hidden Cost of Workplace Friction
Macro and WORKTECH Academy launch The Friction Economy report, uncovering the operational barriers affecting workplace experience and performance.
The conversation around the future workplace has largely focused on hybrid working and return-to-office policies. But new research from Macro, in partnership with WORKTECH Academy, suggests organisations may be overlooking a more pressing challenge: workplace friction.
Today marks the launch of The Friction Economy, a new research report exploring how small, everyday workplace frustrations can significantly impact employee experience, productivity and organisational performance.
Drawing on insights from 246 workplace leaders across New York and an executive roundtable of senior corporate real estate, facilities management and workplace professionals, the report reveals that employee dissatisfaction is rarely driven by a single issue. Instead, it is the cumulative effect of recurring friction points such as unreliable technology, noise and distractions, and slow responses to workplace issues.
The research introduces the Workplace Friction Index, a framework designed to help organisations identify where friction exists and better align workplace investments with employee needs. It also highlights the critical role facilities management plays in bridging the gap between workplace strategy and operational delivery.
The Friction Economy Report - Highlights
Among the key findings:
- Only 6% of respondents reported experiencing no workplace friction.
- The top sources of friction are noise and distraction (26%), technology failures (24%), and slow response to workplace issues (24%).
- Nearly 40% of organisations now prioritise employee experience within their workplace strategy.
- Just 20% involve facilities management from the earliest stages of workplace planning.
The report argues that workplace success should no longer be measured solely by attendance levels, but by how effectively organisations reduce friction across the employee journey and deliver a seamless workplace experience.
As organisations continue to invest in premium workplaces and employee experience initiatives, The Friction Economy provides practical recommendations for creating workplaces that are not only attractive, but operationally effective and responsive to employee needs.