3 Must-Know Insights About the Frontline Career Gap

Every employee wants the power to shape their career – but what does that really look like on the frontline?

For our recent Frontline Gap report, we surveyed over 7,500 global frontline workers across multiple industries to understand how they really feel about key topics like culture, recognition, communication, tech, and career progression.

We found that providing growth opportunities is the number-one way to make frontline workers feel more valued at work aside from compensation, but that the vast majority don’t believe there’s a clear path forward at their current company. More importantly, if your business doesn’t offer these growth opportunities, you’re at risk of losing a wealth of talent and experience to competitors who do.

Here’s what you need to know about the frontline career gap – and don’t forget to download the full report to learn more.

1. Frontline workers believe desk-based employees have more career growth opportunities

Over half of all global frontline workers (52%) feel they have fewer career growth opportunities than their office colleagues. But why?

The belief that desk-based employees get more favorable treatment came up repeatedly in our research. Frontline workers feel this gap in everything from the communication tech companies use – which they say is designed for the office, not the frontline – to the amount of recognition they feel office workers get compared to them.

These gaps have lingering effects: if left untreated, they can cause frontline workers to feel undervalued, overlooked, and uncertain about their future at your company. 

🌉 Bridging the gap

Our research suggests that when it comes to advancing their careers, frontline workers can feel like their achievements are invisible, which may make them feel at a disadvantage when it comes to promotions and career progression.

Regular recognition can help to reassure frontline workers that they’re just as seen and valued as their office-based colleagues. By publicly shining a light on frontline workers’ contributions at an organizational level using a centralized employee experience platform (EXP), they can be confident that managers and leadership are aware of their work and its importance – especially when it comes to performance review time.

Learn why, how, and when to communicate employee recognition→ 

2. Lack of career progression opportunities could lead to attrition

54% of global frontline workers say they would leave their company for another that offers the same pay but better career growth. This rises to two-thirds in the Americas, with 66% in LATAM and 64% in NAMER saying they would make the leap.

“No growth opportunities” was also one of the top factors compromising frontline workers’ sense of belonging at work.

But despite this, only 13% of global frontline workers say there’s “definitely” a clear path forward at their company – dropping to 6% in EMEA and a shocking 4% in APAC – meaning that the vast majority could be at risk of leaving.

🌉 Bridging the gap

It’s hard to picture career growth if you don’t know what the path looks like or how to get there. Share helpful resources like role descriptions, career pathways, and promotion procedures in centralized knowledge hubs or spaces that can be accessed right from your EXP, so every worker is confident about the opportunities ahead.

Watch out for these 9 warning signs that employees are ready to quit→ 

3. Not every frontline worker wants to end up at a desk

Over a third (37%) of global frontline workers say they wouldn’t want a desk job if offered one. This is good news, considering how valuable and essential these roles are. But when we dig deeper, we see that attitudes vary significantly by region.

Our research shows that frontline workers in North and South America are the most likely to make the switch from frontline to office, with 61% in LATAM and 60% in NAMER saying they would probably take the offer. On the other hand, 19% of respondents in APAC and the UK say they would “definitely not” want a desk job.

For frontline workers, career growth shouldn’t have to mean “graduating” to an office job. In order to keep this experience and expertise in the field, businesses need to make sure frontline workers have room to grow in the way they want – and provide career paths where desks aren’t the only destination.

🌉 Bridging the gap

Implement an employee listening program to understand what your frontline workers really want. Use your EXP to gather feedback, track sentiment, and run surveys to discover how frontline employees feel about key topics like career growth. Then, turn your insights into action by making targeted improvements based on the responses, such as running career webinars with HR to answer any FAQs.

Learn how to plan and execute an employee listening campaign→ 

Think outside the cubicle

Frontline workers enjoy what they do, and many of them don’t want to end up in an office. So if all your company’s career paths lead to desks, you’ll lose essential frontline talent to competitors who offer better growth opportunities.

Instead, you need to listen to your frontline workers, clearly communicate the possibilities ahead, and ensure they feel supported in reaching their goals – so they can grow their career in the way they want.

Check out the Frontline Gap microsite to learn more.