Customer Service
Frontline workers feeling disengaged, left out of culture
November 14, 2025
Most frontline workers, 87%, are unsure whether company culture applies to them which reveals a major disconnect between frontline and office staff that is driving disengagement.
That's a prime finding from a Workvivo by Zoom report, "Frontline Gap Report."
The data revealed that nearly half of frontline workers don't know who the company CEO is and only 13% see a clear path for advancement, according to a press release on the findings.
The study is based on a survey of 7,550 frontline workers across sectors including retail.
Additional findings include:
- One in five report have never been recognized for their contributions.
- 42% rate leadership communication as poor.
- 66% feel frustrated with the communication tools their company provides.
"Our research shows that frontline employees feel disconnected not because they care less, but because they are engaged less," Gideon Pridor, CMO and chief storyteller at Workvivo by Zoom, said in the release. "To close this critical gap, organizations need to recognize frontline contributions in real time, communicate in ways that are relevant and accessible, and provide clear and visible paths for growth. When employers meet these needs, they improve engagement and create a culture where everyone feels they belong."
