The Frontline Gap: Insights from NAMER

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.

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 2,700 from North America.  

We found that 60% of North American frontline workers say their company cares more about office workers than them. 

This is a major issue. If left untreated, the growing employee dissatisfaction created by the Frontline Gap can lead to attrition and turnover, negative employer and brand reputation, and poor customer service and experiences.

Here's a sneak peek at our findings:

• 1 in 3 day their company doesn't care about them as a person
• 17% feel they've never been recognized for their work
• 62% feel they have a bigger impact than their office colleagues, but aren't recognized for it
• Just 18% are certain their company culture applies to them
• 38% feel culture is something they hear about but not something they can feel

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.