The Frontline Gap: Insights from APAC

Frontline workers are the backbone of every industry. From providing delivery and emergency services to delighting customers across shop floors and restaurants, frontline workers are essential to our society and economy – and to your organization’s success.

Despite being vital members of the team, many frontline employees are experiencing a ‘Frontline Gap’ – the significant divide between desk and non-desk employees that's leaving them feeling disengaged, disempowered, and disconnected.

In APAC, only 3% of frontline workers feel certain their company culture applies to them. Without the right response from employers, this symptom (alongside many others) of the Frontline Gap can cause higher turnover, negative impacts to company reputation, and poor customer service.

To understand the impact of this gap – and how to fix it – we surveyed 7,500 global frontline workers across multiple industries, including more than 1,700 in APAC. 

Here's a sneak peek at our findings:

• 57% say their company leaders aren't good at communicating with them
• Just 14% frequently read company communications
• 52% say their company doesn't care about them as a person
• 32% feel they've never been recognized for their work
• 23% feel they have a bigger impact than their office colleagues, but aren't recognized for it

Download the report to learn more about the challenges for frontline worker engagement across culture, technology, recognition, communication, and career growth, and get actionable insights on closing these gaps for your frontline teams.