At Merrick & Company, an engineering and architecture company, leaders started noticing something they couldn’t ignore: Talented employees were walking out the door. Some felt stalled in their careers, others struggled with manager support, and many wondered if their voices even mattered.
So Merrick tried a new approach. They launched short, frequent pulse surveys that provided employees with a quick way to share their feelings about growth, culture, and leadership. The feedback arrived in real time, and leaders acted on recommended actions as quickly as possible. Within months, voluntary separations dropped by nearly 20% and employees felt a greater sense of connection to the company.
That story shows what happens when organizations stop waiting for problems to surface and start listening every day. And if this approach works for office-based staff, it’s even more urgent for deskless and frontline workers, because they are the 80% of the global workforce who are often the hardest to reach.
The Scale and Challenge of the Deskless Workforce
The deskless workforce isn’t a small segment — it’s the majority. These are the frontline employees in manufacturing, construction, logistics, retail, healthcare, hospitality and more who keep businesses running, but often remain on the margins of engagement efforts. Unlike office teams, they rarely sit at computers, rely on mobile devices for communication, and work unpredictable shifts that make face-to-face contact rare.
This creates barriers for employee engagement. Without mobile-first communication channels, it’s harder to deliver updates, gather real-time feedback, or support employee well-being and productivity. Traditional surveys and HR portals often miss this population entirely, leaving gaps in recognition, training, and many other areas.
Here is where the problem arises. When the deskless workforce is overlooked, organizations face higher turnover, lower engagement, and a less collaborative culture.
Why Traditional Approaches Fall Short
For employees who are on the move, the usual engagement playbook rarely works. Standard HR strategies like emails, intranet updates, or annual surveys were built for employees who spend their day at a computer. A deskless workforce doesn’t. That mismatch creates deeper challenges, from missed messages to employees feeling invisible. Here are the barriers that make it difficult to reach the frontline and deskless workers according to a study by SHRM’s Voice of Work Research Panel.
These numbers highlight why traditional engagement methods often fail. The main barriers can be categorized into the four main themes below.
- Irregular Schedules
Many deskless employees work rotating or night shifts. Messages sent during standard office hours may not reach them when they’re available, making timely communication a challenge. Thus, fair, transparent employee scheduling can reduce stress and increase morale, making engagement efforts more effective.
- Limited Digital Access
Deskless workers spend little or no time on desktops. While they may have phones, they often don’t have the time or flexibility to check messages, log into HR portals, or complete lengthy training modules during their shifts. Without short, mobile-friendly communication or quick surveys, engagement efforts struggle to connect with this audience.
- Few Face-to-Face Interactions
Distributed teams, multiple sites, and shift work mean many employees never see HR or leadership in person. Without real-time feedback channels and pulse surveys, issues stay hidden until they surface in turnover numbers.
- Disconnect From Culture
Employees who don’t feel part of the company's mission are less likely to stay. Recognition programs and manager training are essential to build a sense of belonging and connection to the company culture.
One more thing: Outdated tech and clunky processes only add to the problem. Unless organizations focus on mobile-first communication and real-time feedback, engagement programs will keep missing the people who need them most.
Leadership Is the Starting Point
Strong engagement doesn’t start with software dashboards. It starts with listening. For the deskless workforce, managers are often the only real link to the company. That’s why training leaders to use frontline feedback tools is so powerful.
When supervisors check pulse surveys regularly, they can keep an eye on the physical, psychological, and emotional health of their teams. A quick text survey about workload can surface issues before they result in turnover. Pairing this with simple appreciation, like calling out great work in response to positive feedback, assures employees that they are heard and valued.
The point is simple. Managers need more than instincts; they need data. With tools like surveys delivered via SMS texts, leaders don’t have to guess how their teams are doing; they can act on real-time insights.
Text-based Communication Is Essential
For the deskless workforce, engagement only works if it’s accessible. Emails, intranet posts, or complicated logins miss the mark because these employees aren’t behind a desk; they’re on the move, serving customers, performing physical tasks, or managing shifts.
Traditional employee feedback tools were never designed for workers on the move. That’s why so many deskless voices go unheard. That’s why text-based communication is critical. With simple SMS surveys or short mobile feedback forms, employees don’t need to log in or wait for a computer. They can answer a quick pulse survey on their phone during a break or at the end of a shift.
This low-friction approach turns real-time feedback into part of the daily routine instead of an extra burden. It ensures messages reach workers no matter their shift or location, and makes it easier for leaders to act quickly on what they hear.
Put simply, when communication fits into a worker’s day, instead of disrupting it, engagement becomes natural.
Recognition and Belonging Drive Retention
Deskless employees want to feel valued. Without recognition, even the best engagement programs fall flat. A simple thank-you from a manager, a shoutout, or a small reward can make a big difference in how connected people feel to their work.
Acknowledgement and appreciation also strengthen employee engagement by creating a sense of belonging. For the deskless workforce, who often miss out on office culture; but this connection is vital.
Feedback plays a role here, too. Pulse surveys and real-time feedback often surface gaps that may be under the surface. When leaders act on that information to improve policies and processes in ways that benefit their workforce, employees see that their voices matter. Validation helps employees feel seen and appreciated, while giving companies a stronger, more committed workforce.
The Role of Frontline Feedback
Frontline and deskless workers don’t want complicated programs or once-a-year surveys. They want something simple: a way to be heard and proof that their input leads to change.
That’s what makes frontline feedback powerful. Quick pulse surveys and SMS text check-ins (without links or logins) give employees a direct line to leadership. Instead of problems festering unseen, issues surface early and can be acted on fast. The result is a workplace where employees feel supported and leaders stay connected to what’s really happening on the ground.
This shift is already happening in organizations that take frontline feedback seriously. With frontline tools for responsive scheduling, SMS-based surveys, and real-time check-ins, it’s easier than ever to give frontline workers a voice and help managers act on what they hear right away. When employees know their voices matter, they bring their best…and that’s when companies thrive.
###
Image credit: Photo by Unsplash under license.
_____________________________________________________________________________________
For more discussion on this topic see our Linkedin post.
For related News, Tips and Tricks, see here.
_____________________________________________________________________________________
###
Trivvy is a text-based survey and communications tool (no links or logins required). Trivvy goes beyond results; it provides instant follow-up recommendations tailored to your organization. To find out more and try Trivvy for free, contact us here.
You can also check out this one-minute Trivvy video.
_____________________________________________________________________________________
The Author, Dean Mathews is the founder and CEO of OnTheClock, the easy-to-use employee time tracking app that helps over 18,000 companies all around the world track time.
Experience the Difference with Trivvy
Trivvy is more than just a survey tool; it’s a comprehensive solution designed to meet the needs of frontline workers and organizational leaders alike. By streamlining and enhancing communication, Trivvy helps you build a more connected and engaged workforce.