Pension schemes may be overlooking a sizable portion of their members by treating all participants as a single group, new research suggests.
Desk‑less workers report lower satisfaction with pension communication
According to data from the Office for National Statistics, roughly 38 % of the UK workforce—about 12 million people—hold jobs that do not involve a desk. The communications consultancy Quietroom found that employees in these roles consistently rate employer communications lower than their office‑based counterparts.
Quietroom examined governance statements from a range of defined contribution pension schemes across sectors such as transport, hospitality, construction, logistics and retail. In every case, the schemes reported a single overall engagement figure, without separating data by role, site or workforce type.
“A single engagement figure for the whole membership doesn’t tell a scheme whether it’s reaching its non‑desk members specifically,” said Simon Grover, director at Quietroom. “None of the statements we reviewed were structured in a way that could answer that question.”
The consultancy argues that the lack of segmentation may mask disparities. If a scheme’s overall engagement score is driven mainly by members who are easier to reach, the needs of frontline staff could remain invisible.
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Factors that limit non‑desk workers’ access to pension information
Quietroom highlighted several practical barriers that affect how non‑desk employees interact with pension communications. Shift patterns, break times, and the physical location of work sites can limit the windows when employees are able to review information. Access to formal channels—such as intranet portals—and informal networks also varies widely across roles.
Research from other firms supports these findings. A Firstup survey of US workers reported that one‑third of desk‑less staff felt their employer was less effective at communicating with them than with office‑based colleagues. A global study by Workvivo found that half of frontline workers believed their employer prioritized desk‑based staff. An international study by Staffbase and YouGov showed only 9 % of non‑desk employees were very satisfied with internal communication, compared with 47 % of desk‑based employees.
The patterns are not limited to a single industry or geography. Conventional communication methods—emails sent during typical office hours, for example—often miss the people who work irregular schedules or in remote locations.
The findings are consistent across sectors.
One possible outcome is that pension contributions may not be optimally adjusted for these workers, leading to lower retirement savings over time. If members do not receive clear guidance on how to increase contributions or understand the benefits of compound growth, they may remain under‑invested.
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What schemes could do to improve engagement
Quietroom recommends that pension providers segment engagement data by workforce type. By breaking down response rates and satisfaction scores for desk‑based and non‑desk members, schemes can identify gaps and tailor strategies accordingly.
Potential actions include delivering information through mobile‑friendly platforms, timing messages to align with shift changes, and leveraging on‑site briefings or printed materials where digital access is limited. Tailoring the tone and format of communications to match the daily realities of frontline staff may also increase relevance.
“Non‑desk members can be particularly challenging for schemes to reach… Schemes should be digging into what their different members know, feel and do, and putting in strategies to close the gaps,” Grover said.
Regulatory bodies continue to emphasize member outcomes, and the pressure to demonstrate effective engagement across all employee categories may increase.
Some schemes have already begun to experiment with segmented outreach, though the practice is not yet widespread. As the industry evolves, inclusive pension planning becomes more attainable.
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