Based on a survey of 7,550 frontline workers across sectors including food and beverage, retail, manufacturing, transport, and healthcare, the findings highlight a clear gap: although frontline workers play a critical role in customer experience and daily operations, many feel excluded from the systems and support that influence morale, retention, and productivity.
Lack of Inclusion in Workplace Culture and Leadership
The report found five core areas where the divide is most evident:
- Culture: 87% of frontline workers are unsure whether their company’s culture applies to them. Nearly half (46%) said they don’t know who their CEO is.
- Recognition: 1 in 5 respondents report they have never been recognized for their contributions. Half believe office workers are treated better.
Breakdowns in Communication and Outdated Technology Tools
- Communication: 42% rate leadership communication as poor. Although 57% want to hear from the CEO directly, nearly half (48%) said company messages feel irrelevant to their work.
- Technology: 66% feel frustrated with the communication tools their company provides. Almost half (47%) said the tools feel built for office employees, not people on the front lines.
Limited Career Growth Opportunities for Frontline Staff
- Career development: Only 13% of frontline workers who want career progression see a clear path forward. Most (54%) would leave their current job for better career opportunities, even if the pay stayed the same.
Workvivo Calls for Action on Employee Engagement
“Our research shows that frontline employees feel disconnected not because they care less, but because they are engaged less,” said Gideon Pridor, CMO & Chief Storyteller at Workvivo. “To close this critical gap, organisations need to recognise frontline contributions in real time, communicate in ways that are relevant and accessible, and provide clear and visible paths for growth. When employers meet these needs, they improve engagement and create a culture where everyone feels they belong.”
