Perceptyx, a global leader in employee listening and workforce transformation, has released findings from its latest report, The Forgotten Frontline: Closing the Gap in Engagement and Support. The survey, conducted among 21,000 frontline employees, sheds light on the challenges customer-facing workers encounter, particularly related to abusive and unruly customer behavior. The findings reveal significant impacts on employee well-being, safety perceptions, and retention rates.
Emily Killham, Senior Director and Head of the Center for Workforce Transformation at Perceptyx, emphasized:
“From being cursed at on the phone to threats of violence in a hospital ER, frontline workers face difficult customer interactions that significantly affect their well-being and productivity.”
Key Findings: The Cost of Unruly Customer Behavior
Frontline workers who have recently dealt with unruly or abusive customers are more likely to experience negative outcomes compared to those who haven’t.
- 1.3x more likely to be actively seeking new employment.
- 1.9x more likely to disagree that they work in a safe environment.
- 1.5x more likely to feel their organization doesn’t care about their well-being or value them.
- 1.6x more likely to feel uncomfortable speaking up about safety concerns.
- 2.2x more likely to report that work-related stress affects their physical health.
In addition, two-thirds of frontline employees have had to escalate incidents to a manager, further straining productivity and creating workplace disruptions. Alarmingly, more than half of those who faced unruly customers also reported encountering discrimination or bias, underscoring the link between abusive behavior and discriminatory attitudes.
Industry-Specific Insights: Retail Workers Hit Hardest
While difficult customer interactions affect frontline employees across industries, the retail sector is hit hardest.
- 61% of retail workers reported a recent incident with an unruly customer.
- Workers in Information and Finance/Insurance roles also experience high rates of difficult customer interactions.
- More than one-third of frontline employees have been in situations where they felt physically unsafe.
- 81% feel burned out, and 40% say their manager rarely or never checks in on their emotional health.
Perceptyx Recommendations: Closing the Support Gap for Frontline Workers
To address these challenges and improve retention, Perceptyx offers several key recommendations:
- Strengthen Safety Culture: Ensure that all employees, especially frontline workers, feel safe and supported at work.
- Equip Managers with Resources: Provide managers with the tools and training to support employees during and after difficult customer interactions.
- Foster a Culture of Recognition: Celebrate resilience and acknowledge employees who go above and beyond in challenging situations.
- Create Visible Career Pathways: Tailor career growth opportunities to meet the unique needs of frontline workers.
- Improve Communication: Use mobile-friendly platforms or video messaging to keep frontline employees informed and engaged.
- Ensure Equity in Benefits: Offer equitable access to benefits, addressing gaps between frontline and non-customer-facing employees.
Killham added:
“There’s a clear gap in perceived support for frontline employees during difficult customer interactions. Organizations can bridge this gap by creating a workplace culture that prioritizes safety, recognition, and communication while ensuring frontline workers feel heard and supported.”
Research Methodology
The findings in The Forgotten Frontline: Closing the Gap in Engagement and Support are based on two distinct datasets:
- Employee Experience Data: Insights from 18,700 working adults in Perceptyx’s Workforce Panel, focusing on engagement, well-being, and retention across frontline, deskless, and deskbound employees.
- Customer-Facing Employee Data: Focused on the experiences of 3,200 customer-facing employees, offering a deeper understanding of their unique challenges and opportunities.
Together, these datasets provide a comprehensive view of the frontline employee experience and offer data-informed strategies for supporting and retaining these critical workers.
Perceptyx’s report underscores the urgent need for organizations to better support their frontline workforce. By addressing safety concerns, improving communication, and fostering a culture of recognition, employers can create a more engaged, resilient, and productive frontline workforce.