Four drivers of frontline employee satisfaction and business results: United States spotlight

Frontline employees are essential to the US economy, yet many face a challenging landscape defined by low pay, inconsistent benefits, and unclear career growth opportunities. This segment of the workforce — comprising 42% of all US employees and approximately 63.9 million people¹ — experiences persistent job instability. Women, who hold 52% of frontline roles,² are particularly affected, as their critical contributions often go unrecognized³ and they receive less access to skill-building opportunities⁴ than men, which results in wage disparities and lower satisfaction.⁵

Turnover remains a significant business concern. Data indicate that 41% of frontline employees cite lack of career advancement opportunities as the reason for wanting to leave their job,⁶ and 55% have considered quitting in the past year.⁷ With over half of frontline employees earning below $20 per hour⁸ — substantially below the national living wage of $28 per hour, and even further below the living wage in major urban centers⁹ — employers that fail to invest in their workforce risk losing approximately 35 million employees, and incurring attrition costs estimated to reach a staggering $1.8 trillion.¹⁰

To understand the factors influencing frontline satisfaction, we surveyed 4,017 frontline employees and managers in the United States¹¹ across a range of industries.¹² We assessed their satisfaction with five aspects of job rewards and growth opportunities: base pay, pay increases, benefits, job growth and development opportunities, and advancement.