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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The State of the Frontline Work Experience in 2021 Cover

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


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7 key insights from the research

Employee cleaning
First bump between colleagues at work.
Employee spraying disinfectant on customers hands
Employees working in a clothing store
Coffee shop employee using tablet
Delivery man picking up package wearing mask
Business owner hanging sign at restaurant
Employee with tablet

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.

Prioritise skill development

Build the talent pipeline you need to overcome the disruptions yet to come.

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Get practical advice on how to develop the best frontline employees and give them a reason to stay, now and into the future.