Announcing the Frontline Gap Report: What 7,500 Workers Told Us About Culture, Recognition, and Communication

We’re excited to announce the launch of The Frontline Gap – a new research report based on insights from more than 7,500 frontline workers across the globe. 

Frontline workers are essential to your organization’s success – they are the people directly delivering services, supporting customers, and moving your business forward. Unfortunately, our data shows they often don’t feel recognized for their contribution, don’t feel connected to their company culture, and don’t feel like they have the same career opportunities as their desk-based colleagues. 

The Frontline Gap Report explores this and much more. Available now as both an interactive microsite and an in-depth, downloadable PDF, the report uncovers the five biggest divides between frontline and desk workers – and what organizations can do to close them.

What we uncovered

Our research reveals a troubling picture: poor communication and engagement strategies are leaving many frontline workers feeling disconnected, disempowered, and undervalued.

Here’s what stood out:

• Half of frontline workers say their company cares more about office workers than about them.
• 49% believe they have a bigger impact than their desk-based colleagues – but they’re not recognized for it.
• 87% aren’t sure their company culture even applies to them.
• A whopping 46% don’t even know who their CEO is. 

These gaps – in culture, recognition, communication, technology, and career growth – aren’t just people issues. Left unaddressed, they drive attrition, damage brand reputation, and weaken customer experience.

Why this matters now

Obviously, workers in different teams and with varying roles will have all sorts of experiences – it’s not realistic or even necessary to expect completely uniform attitudes across an entire workforce. 

Frontline workers can feel disconnected, and the consequences ripple across the entire organization

But our survey shows the risks that can arise when a company culture and workplace norms are designed around the needs of desk workers – frontline workers can feel disconnected, and the consequences ripple across the entire organization. 

Many respondents say they identify more with their own “microcultures”, while others turn to personal messaging apps and workarounds that introduce security risks. Even more concerning, 87% of frontline workers aren’t confident there’s a clear path forward at their current company, which suggests a high risk of employee churn. 

The good news? Organizations can take immediate steps to bridge these divides, as we lay out in the report:

• Build a digital hub that unites all employees, wherever they work
• Establish two-way communication channels to listen to frontline voices
• Shine a spotlight on frontline achievements with real-time recognition
• Tailor communication strategies to frontline needs – no more one-size-fits-all
• Provide clear career development paths and help workers grow

Explore the report 

The Frontline Gap is more than a report – it’s a call to action. As we have discovered, There are so many opportunities to close the gap and improve the experience of frontline workers, and ultimately improve your company culture and business results. 

Check out the full microsite here.