See inside the 2021 frontline work experience
Post-pandemic career doubt is hitting frontline organisations hard, but few people are talking about the future of frontline work. In this year’s State of the Frontline Work Experience report, we partnered with Arlington Research to ask frontline employees a critical question: how are you doing?
Their answers shed new light on the frontline experience and help us understand why nearly half of workers in grocery, retail, finance and sales are planning to resign. We pinpoint their top frustrations and uncover which levers you can pull to attract and retain the best talent—now and into the future.
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How’s the frontline doing right now?
of frontline employees are planning to leave their current jobs
reason frontline employees gave for resigning is burnout
of frontline employees are satisfied with pandemic support compared to 85.8% of office workers
7 key insights from the research
Frontline workers are burned out
People are leaving because they’re overworked and burned out, not just because they’re looking for better pay.
Compensation isn’t everything
Employees definitely want better compensation, but employers also need to improve scheduling, build relationships and show their appreciation to get them to stay.
Equity is a problem
The frontline hasn’t had the same level of pandemic support as those who work in offices or from home.
Managers are key
Managers can promote frontline satisfaction by taking better care of employees’ time and prioritizing long-term wellness over short-term productivity.
Digital rules
Frontline workers prefer digital training and communication over traditional methods, no matter their age.
Skill development is lacking
Skill development prepares your workforce for future disruption—and frontline workers want to go beyond the basics.
They’re tired, but confident
Despite all of the challenges they’ve faced, frontline workers remain confident in their ability to do a good job.
How to improve the frontline work experience
Extinguish burnout
Focus on getting the best out of people instead of the most.
Foster equity
Create an inclusive environment where everyone has an opportunity to be their best.
Communicate consistently
Make sure every employee gets the information they need to make the right decisions.
Empower managers
Help your managers build an agile, inclusive and productive frontline workplace.
Prioritize skill development
Build the talent pipeline you need to overcome the disruptions yet to come.