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3/5 frontline workers dissatisfied with employee experience & managers are unaware

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Joanne Swann
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Job satisfaction, staff morale, and other key workplace culture drivers are poor amongst UK frontline sectors. This is according to UKG, the global provider of HR, payroll, and workforce management solutions, and its recent survey of over 870 frontline employees and managers in the UK.

The findings, published in UKG’s Perspectives from the Frontline Workers report, reveal that 60% of UK frontline workers are not satisfied with their current employee experience. So much so, that over half (54%) say they are tempted to quit on tough days, and two-thirds (66%) say their job is not their passion and simply a means to make money.

Surprisingly, UKG’s findings highlight a significant disconnect between frontline workers’ experiences and management’s view. 57% of frontline managers disagree that their direct reports are dissatisfied with their employee experience; 63% disagree that workers view their jobs purely as a means to an end, and 62% don’t feel that their employees are tempted to quit on tough days.

This disconnect between frontline employees and their managers has seemingly contributed towards a ‘two-tier’ workplace culture. Over half (54%) of the employees surveyed feel there is one company culture for them (i.e. frontline workers) and another for ‘everyone else’ in the organisation.

51% of employees also feel their employer treats them like a number, not a person, whereas almost three-quarters (74%) of managers disagree that this is the case. Similarly, two in five frontline employees feel they are not treated with respect at work, a claim 71% of managers deny.

Poor culture drivers

The report, which surveyed UK workers across sectors such as manufacturing, retail, hospitality, and 3PL, also uncovered the main drivers of poor workplace culture and employee experience:

  • 64% ranked flexibility within their top three most important factors when looking for a new employer. Almost a third (31%) of the same respondents said the lack of flexibility in their current role would be their top reason for quitting.
  • One in five (20%) feel they are never recognised at work by their manager, and a third (33%) said this lack of recognition and rewards would be their top reason for quitting.
  • Not feeling heard is a common challenge too, with 32% claiming the feedback they provide about their organisation has little to no influence.

Neil Pickering, Senior Manager Human Insights at UKG says:

This [study] suggests that businesses may not be fully aware of the true wants and needs of their frontline employees. They may also be falling short in providing these employees with the resources they need to feel satisfied and motivated at work. As a result, frontline employees might not feel valued or on equal footing with the rest of their organisation.

Neil Pickering, Senior Manager Human Insights at UKG

To learn more about this study, including comprehensive results and best practices for creating a great workplace, download the full UKG report, Perspectives from the Frontline Workforce.

Joanne Swann, Content Manager, WorkWellPro
Editor at Workplace Wellbeing Professional | Website |  + posts

Joanne is the editor for Workplace Wellbeing Professional and has a keen interest in promoting the safety and wellbeing of the global workforce. After earning a bachelor's degree in English literature and media studies, she taught English in China and Vietnam for two years. Before joining Work Well Pro, Joanne worked as a marketing coordinator for luxury property, where her responsibilities included blog writing, photography, and video creation.

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