Frontline worker engagement represents a critical intersection of HR and business performance, with two studies offering insights into its strategic importance.
Engagement tech platform goHappy polled more than 46,000 frontline employees in the U.S. and Canada to inform its new report, State of the Frontline Worker. The findings reveal that organizations with more than 75% of workers reporting favorable engagement scores experience a 12-month turnover rate of 85%. While this may seem high, it marks a significant 14% improvement from the industry average of 99%, according to the goHappy report authors.
Another report, from the UKG Workforce Institute, provides complementary evidence, showing that organizations where employees feel heard, engaged and a sense of belonging are 88% more likely to perform well financially.
Driving frontline worker engagement
Leadership and communication emerge as pivotal factors in driving employee engagement. The goHappy report highlights a concerning leadership gap, with only 63% of employees believing their managers create a trusting workplace. This issue is particularly pronounced in food service, where just 59% of workers feel their managers lead by example, compared to 72% in other industries.
Technology plays a role in bridging engagement gaps. Both studies emphasize the importance of digital solutions in creating more connected and responsive workplaces.
The goHappy report highlights app-free engagement tools for collecting real-time feedback, while UKG recommends building trust and fostering a sense of belonging by leveraging surveys and sentiment analysis tools.
Investing in frontline workers reduces turnover and boosts overall business performance, said Shawn Boyer, founder and CEO of goHappy, in a statement. He added, “Employee engagement isn’t just a nice-to-have—it’s a business necessity.”
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