Free research report

The frontline divide

75% of frontline workers feel isolated from their company culture and community.

Our new report listens to the voices of 1,000 frontline workers, revealing the impact of poor communication and the consequences of feeling out of the loop.

Frontline employees are the face of your organisation - but they’re often the last to hear what’s going on. That disconnect carries a real business cost. When communication breaks down, so does performance, engagement, customer experience and retention.

Our new report listens to the voices of 1,000 frontline workers, to understand their attitudes towards work, connection with their peers, involvement in company communications and if they feel truly valued by their employer. We uncover the root causes of the frontline divide, share insight from organisations already tackling these challenges and offer practical recommendations for leaders committed to building stronger connections with their frontline teams.

Download your free practical toolkit today and start closing the frontline divide.

What the data tells us

Connection vs culture

The data suggests that many frontline workers feel connected to their job or their immediate team, but not necessarily to the wider organisation and its culture. They’re getting on with the work - but they don’t always feel part of ‘us’.

“Corporate office expectations feel divorced from the daily reality faced by working personnel.”

75% of frontline workers feel isolated from their company culture and community

35% of frontline employees feel at a disadvantage when it comes to recognition

Information access

The majority of frontline workers do not have access to company email and many rely on shared devices, noticeboards or ad hoc briefings for information.

“Critical compliance procedures are overlooked because notifications fail to reach the entire team.”

47% of frontline employees depend on word of mouth for company updates

45% of frontline employees have missed a critical update due to poor communication

The emotional impact

Frontline employees sit at the heart of every organisation’s operations, yet they remain one of the most misunderstood and underserved groups when it comes to communication and culture.

“Absenteeism increases as employees actively seek to avoid frustrating poorly managed shifts.”

39% of frontline workers feel their voices aren’t fully heard by the wider business

Nearly 40% of frontline employees say they do not feel recognised for the work they they do

The business impact

The frontline divide is not an abstract communications problem. It has real, measurable consequences for operational performance, customer experience, safety, morale and retention.

“Customer complaints increased when frontline staff were not informed about service delays.”

81% of frontline employees say customers suffer due to poor communication

74% of frontline employees say poor communication makes it harder to do their jobs effectively

Our recommendations

Listen to your frontline

Frontline employees told us directly that they feel neglected, unheard and unable to offer valuable insights because they lack the channels to do so safely and consistently.

Support your managers as communicators

In every frontline environment, line managers are the most influential communication channel. More powerful than email, newsletters, notices or digital screens.

Recognise daily wins

Nearly 40% of frontline employees say they do not feel recognised for their work. 35% feel at a disadvantage when it comes to recognition compared to office staff. Recognition is one of the biggest cultural gaps between head office and the frontline.