Frontline workers who feel engaged and valued are less likely to quit, according to goHappy’s latest survey of more than 46,000 employees.
Frontline employers that prioritize employee engagement see significantly lower turnover rates than their peers, according to new data from goHappy.
The company’s Q1 2025 State of the Frontline Worker report, based on responses from 46,250 workers across the U.S. and Canada, found a strong correlation between high engagement and retention. Employers with frontline engagement scores above 75 percent reported a 12-month turnover rate of 85 percent—14 percentage points lower than the 99 percent rate seen across all industries.
“When frontline workers feel valued, connected, and supported, they not only help businesses combat high turnover rates, they’re also more productive, and drive stronger customer satisfaction and workplace culture,” said Shawn Boyer, founder and CEO of goHappy.
The findings may carry weight for HR professionals and executives facing persistent staffing challenges, particularly in sectors like food service and retail.
Cost of disengagement
The financial impact of turnover remains a concern for employers. The Society for Human Resource Management (SHRM) estimates the average cost of hiring a new employee is $4,700. Multiplied across a workforce with high churn, those costs can quickly escalate.
Only 64 percent of frontline workers surveyed by goHappy said they feel engaged in their roles. In food service, where engagement scores were even lower, only 59 percent of employees said their managers lead by example—compared to 72 percent in other industries.
Jeremy Edmonds, vice president of people and culture at Snooze, an A.M. Eatery, said the company has used goHappy to measure engagement and improve retention efforts. “By leveraging goHappy to better understand our engagement score, which was above 75%, it has helped us build and enhance our programs to reduce turnover to well below 85%,” he said.
Leadership and trust
Managerial behaviour emerged as a key factor influencing engagement. Only 63 percent of respondents said their manager creates a trusting workplace and leads by example.
The report outlines several best practices for improving frontline engagement, including open communication, employee recognition, and leadership development. It also highlights the importance of technology that meets workers where they are—such as app-free platforms that use text messaging for updates and feedback.
goHappy publishes the State of the Frontline Worker report quarterly, with each edition focusing on a specific element of the frontline experience. The current edition centers on employee engagement.
