How to improve frontline employee retention and engagement

Employee retention helps create a positive professional environment where employees feel secure, supported, and motivated to excel. This atmosphere can lead to increased job satisfaction, improved collaboration, and a more engaged workforce. A positive workplace culture is a powerful asset that attracts top talent and encourages existing employees to thrive and develop.

Increased employee loyalty

When you invest in frontline retention, you’re sending a clear message that your company values its employees. This appreciation develops a sense of loyalty. Loyal employees are more committed to their jobs and the company. And as a result, they’re less likely to seek opportunities elsewhere, reducing the costs associated with recruitment and training, and help contribute to a more stable and dedicated team.

Now that we understand the importance of retaining and engaging frontline employees, let’s dive into some strategies to achieve these goals. Employee retention strategies often hinge on setting clear expectations, providing great work-life balance, and creating a work environment that is supportive and uplifting.

• Hire right from the start—Start by hiring individuals who are a good fit for the job and your company culture. Look for qualities like enthusiasm, empathy, and a customer-centric mindset during the recruitment process.

• Provide clear progression opportunities—Employees are more likely to stay when they see opportunities for growth within your organization. Offer clear career paths and provide training and development programs to help them advance.

• Offer competitive compensation—Competitive wages and benefits can go a long way in retaining frontline employees. Ensure that your compensation packages are in line with industry standards.

• Recognize and reward exceptional work—Recognize and reward outstanding performance. Implement an employee recognition program to show your appreciation for their hard work. This can boost morale and motivation.

• Support work-life balance—Balancing work and personal life is crucial for employee well-being. Offer flexible scheduling options and reasonable work hours to help your employees maintain a healthy work-life balance.

• Listen well and act on feedback—Create an environment where employees feel comfortable providing feedback and suggestions. Keeping your frontline staff in the loop about company news and giving them a voice to express their concerns and ideas creates an environment where collaboration thrives.

• Supply numerous development opportunities—Invest in continuous training and development to keep employees engaged and motivated. Learning opportunities can make the job more interesting and fulfilling.

• Encourage collaboration—When employees experience a strong sense of teamwork and support from both their leaders and peers, the bonds they form become a powerful retention tool, making them more likely to stay with your organization.

Technology can be one of the best amplifiers for investments in improving frontline retention and engagement. Consider implementing the following tools and solutions to promote communication and collaboration, support professional development, and provide tools that support frontline employees’ wellbeing.

Employee experience platforms (EXP)

An EXP is a comprehensive digital tool designed to enhance the overall experience of employees throughout their journey with an organization. It serves as a central hub that brings together various HR-related functions, resources, and communication tools, with the aim of creating a more satisfying and engaging work environment.

Corporate communication apps

Tools for scheduling and communication, such as employee shift management apps, can help frontline employees access critical company information, collaborate with colleagues, and connect to the organization’s goals. This helps bridge the gap between frontline employees and organizational leadership, creating a sense of belonging and cultivating a more engaged workforce.

Learning management systems (LMS)

Frontline employees can use an LMS to access training materials and other resources at their own pace, promoting self-directed learning and skill improvement. By enhancing employee competence and confidence, LMS tools not only improve job performance but also boost employee satisfaction and retention, as they demonstrate the organization’s investment in their professional development.

Data analytics tools

Data analytics tools allow organizations to identify trends related to turnover, such as when, where, and why employees are leaving. By examining this data, organizations can pinpoint areas that require attention and take proactive steps to reduce turnover.

To effectively measure employee retention, it’s crucial to use a combination of these metrics and methods. By monitoring and analyzing these data points, you can gain a comprehensive understanding of your organization’s employee retention efforts and identify areas for improvement. Additionally, using employee feedback and conducting regular assessments will help you proactively address retention challenges and create a more engaged and stable workforce.

Here are some approaches to assessing and quantifying both indicators.

How to measure frontline employee retention

• Turnover rate—Calculate turnover at your organization by dividing the number of employees who left the organization during a specific period by the average number of employees during that same period.

• Tenure analysis—Analyze the average length of time employees stay with your organization. This helps you understand the stability of your workforce and identify trends.

• Promotion rates— Assess how often employees are promoted from within the organization. A lack of internal promotions may indicate a lack of growth opportunities, which can contribute to turnover.

• New hire survival rate—Record the percentage of new hires who remain with the company after a specific period, like six months or one year. A higher survival rate indicates effective onboarding and retention efforts.

How to measure frontline employee engagement

• Employee satisfaction surveys—Surveys, such as employee engagement surveys, pulse surveys, or corporate culture assessments are a great way to gauge how content your employees are with their jobs, workplace, and overall experience. Lower satisfaction scores may also indicate retention issues.

• Absence and tardiness rates—High rates of absenteeism and tardiness can be early signs of employee disengagement or job dissatisfaction, which can lead to turnover.

• Productivity—Engaged employees are more productive and more likely to achieve their goals at work. However, if frontline productivity is declining, this could be a red flag that engagement is also dropping.

• Performance reviews—Evaluate the results of performance reviews to identify patterns related to employee engagement and retention. High-performing and engaged employees are more likely to stay with the organization.

Frontline employee retention and engagement are essential elements for building a successful, customer-focused business. The impacts of high turnover among frontline workers are felt not only in terms of costs but also in customer satisfaction and your brand’s reputation.

By investing in frontline employee retention strategies—such as offering career development opportunities and leveraging technology to support your frontline workers—you can build a stable, motivated team that consistently delivers exceptional service. Those who master both elements will find success, earning customer loyalty, reducing costs, and becoming an employer of choice. It’s a win-win situation that any business should strive to achieve.