By Mel Kleiman, President, Humetrics and Erin Del Conte, Executive Editor
Convenience Store Decisions and Humetrics recently collaborated on our 11th annual Human Resources Benchmarking Survey.
The results reported here are based on the respondents’ recent experiences and expectations and provide industry-wide insights on human resources (HR) trends in the convenience store industry as well as useful benchmarks.A few interesting findings include:
• As has been the case every year since 2009, staffing issues continue to be the biggest industry-wide challenge by a wide margin, followed by “the competition” and government regulations.
• More than half of respondents experienced turnover rates of 90% or more, while 76% reported 50% or more. Since the low estimate of the cost to replace a $10-per-hour employee is just over $3,000, the time and money spent coping with turnover is an inestimable drain on profitability.
• We asked several new questions this year, one of which was: “In 2018, approximately what percentage of the people you made offers to either did not take the job or accepted the position, but did not show up?” Just over half of respondents experienced applicants refusing a job offer and new hires not showing up for work as promised.
This year’s survey asked 39 questions — several about general business conditions and demographics, but the majority about human resource issues. Responses were collected from mid-January to March 1.
Respondents’ employers ranged in size from 25 or fewer employees (27%) with less than $1 million in annual revenues (2.3%) to more than 500 employees (20.5%) and more than $100 million in annual revenues (22.7%).
Most respondents (54%) fell in the 101 to more than 500 employee range, while 61.3% reported revenues between $1 million and $50 million. When we look at the respondents by job title, about 50% were corporate HR personnel; another 25% were “corporate other,” while store managers accounted for the remaining 25%.
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