Frontline Workers Feel Undervalued, Especially Compared to Desk-Based Peers

Frontline workers do some of the most difficult and demanding jobs: from providing healthcare and emergency services, to operating and maintaining essential machinery, to delivering top-notch experiences for customers in shops and restaurants. But despite their undeniable impact, many frontline workers feel undervalued by their employers – especially compared to their office-based colleagues.

For our recent Frontline Gap report, we surveyed over 7,500 global frontline workers across multiple industries to understand this “recognition gap.” We found that one in five global frontline workers feel they’re rarely or never recognized for their work, with half saying they believe their company cares more about office or desk workers than them.

Read on for three key takeaways about the recognition gap, and download the full report to learn more.

1. Lack of recognition negatively impacts sense of belonging

Only a third of frontline workers globally feel they’re frequently recognized for their work, with an alarming 20% saying they’ve never received any form of recognition.

These statistics are worrying enough on their own, but they become more concerning when we look at the bigger picture. Crucially, “lack of recognition” was voted the number-one factor that compromises frontline workers' sense of belonging at work, meaning the vast majority who don’t receive frequent recognition are at risk of feeling disconnected and disengaged. 

🌉 Bridging the gap

Interestingly, even cohorts with high recognition frequency like NAMER and LATAM rank “lack of recognition” as a top factor negatively impacting their sense of belonging. (In NAMER, it’s second only to “favoritism or bias,” which – as we’ll see in a moment – may also be related.)

This suggests there’s no such thing as too much recognition for a job well done. Creating and maintaining robust recognition programs and promoting a culture of appreciation is a powerful way to engage frontline workers now – and keep them feeling fulfilled, supported, and valued well into the future.

Learn how and when to communicate employee recognition→

2. Frontline workers believe their company cares more about desk workers

Half of all global frontline workers feel their company cares more about desk workers than them, with these figures rising to 60% and 59% for NAMER and LATAM respectively.

What’s more, almost half (49%) of global frontline workers feel they have a bigger impact than their office colleagues but aren’t recognized for it. Again, these cohorts are more pronounced in the Americas, rising to 62% for NAMER and 60% for LATAM.

Why do frontline workers feel this way? Aside from the lack of recognition seen above, factors like technology and comms strategies play into this. When the tools you use and the communications you send feel designed for desk workers rather than frontline workers, it sends a message – even when it’s unintentional.

🌉 Bridging the gap

Remember that frontline workers have different needs than office workers: they spend significantly less time in front of their screens and may struggle to catch up on lengthy emails between their other daily responsibilities.

Ensure your comms and engagement strategy reaches the frontline by using a mobile-first employee experience platform (EXP) that enables all workers to engage whenever, wherever, and however suits them best.

Discover how to choose the right communication channel for frontline workers→ 

3. Closing the recognition gap could have a huge impact

The good news is that the recognition gap is easy to close – and it could make a huge difference. Frontline employees say that recognizing their individual contributions and showing regular appreciation are two of the top ways to make them feel more valued at work, aside from compensation.

In fact, 39% of frontline workers say being praised publicly would make them feel more valued than getting a bonus. This rises to 45% in the UK and 43% in EMEA, suggesting it could have even more power in these geographies.

🌉 Bridging the gap

Encourage leaders, managers, and peers to recognize frontline employees and share their appreciation with the wider company.

With a frontline-friendly EXP (like Workvivo 👋), everyone can celebrate achievements in real time. Post a shout-out right in your activity feed to give kudos to a colleague or say thank you for their support, and let others chime in with comments. You can also collect nominations for awards, like quarterly MVP, and present recipients with badges that they can display proudly on their profiles.

See how to empower employees to share peer recognition→

A little recognition goes a long way

Like everyone, frontline workers want to be recognized for their hard work. But often, visibility of their contributions – and their value to the organization – suffers because they’re in the field, disconnected from the wider company, their managers, and their office-based peers.

When it comes to keeping frontline employees engaged and satisfied, you can’t overstate the power of a simple shout-out for a job well done. A thoughtful acknowledgement using a company-wide EXP makes all the difference between disengaged employees and happy workers.

Check out the Frontline Gap microsite to learn more.