2022 Frontline Employee Experience Survey
Frontline workers want to stay but feel overloaded and undervalued, and pay raises alone will not keep them.
Key findings
- 63% of frontline retail and hospitality workers want to stay in their current industry for at least four more years.
- 72% of frontline workers feel worn out at the end of their shift at least once a week, to the point they cannot enjoy their time off.
- Only 16% of frontline workers feel their organization highly values their role.
Summary
Pandemic-era recognition for frontline retail and hospitality workers has faded, leaving them with heavier workloads and fewer colleagues. During the Great Resignation, retail and hospitality saw record quit rates. Workers who want to stay now have more options than ever, so employers must work harder to attract and retain them.
Based on a survey of over 1,400 frontline workers across Canada, France, the UK, and the US, conducted by Hanover Research in March 2022, with a foreword by Ron Thurston. The report explains why relying on pay increases alone fails and where digital workplace tools make a measurable difference, including 82% of retailers seeing improved sales.
What you’ll learn
- Why frontline employees leave and what would actually make them stay.
- Where recognition, community, and mental health support fall short, and how the gaps play out differently in retail and hospitality.
- How digital workplace tools for tasks, training, and communication improve retention and sales.
