Retail Burnout at 24%, Halves with Caring Managers: Great Place To Work Report
Great Place To Work India on February 26, 2026, in Mumbai released its report Driving Retail Performance: Crafting Customer Excellence Through a High-Trust Workplace, revealing that burnout affects 24% of India’s retail workforce but drops by half when managers demonstrate genuine care and approachability.
The study, based on feedback from over three lakh employees across more than 45 retail organisations, found that while the sector is expanding rapidly and adopting new technologies, workforce pressures threaten service consistency and customer experience. Nearly three-fourths of roles remain customer-facing, directly linking employee experience with brand loyalty.
According to the findings, 42% of employees are considering leaving, signalling elevated churn risk. While the Trust Index© Grand Mean improved to 86% and overall employee sentiment remained at 88%, 40% of employees said they do not consistently feel respected at work. The report noted that employees who experience dignity are 2.3 times more likely to be engaged.
Leadership capability scored strongly on Strategic Cohesion at 90%, but a five-point gap in Authentic Connection suggests employees seek more accessible and mentor-like managers. Burnout stands at 24%, but drops to 12% when managers are approachable and show sincere interest beyond task delivery. The study also found that stronger authentic leadership, higher dignity at work and lower burnout correlate with a nearly 1.5 times increase in employees’ confidence in delivering excellent customer experiences.
Reflecting on the findings, Balbir Singh, CEO, Great Place To Work® India, said, “Customer experience in Indian retail is shaped by people at the store, every single day. When employees feel supported and respected, they bring the energy and care that keep customers coming back.
Our study shows that burnout in the retail industry stands at 24%; however, this drops to half when employees feel their manager is approachable and shows sincere interest beyond the mandate.
For retail to truly prosper, leaders need to build a strong workplace culture through accessible leadership, dignity at work, and holistic well-being. I acknowledge the organisations that prioritize employee well-being, and I wish my heartiest congratulations to the winners of India’s Best Workplaces in Retail 2026.”
The organisation also released its list of India’s Best Workplaces in Retail 2026, recognising 15 retail companies and four e-commerce firms for workplace excellence.
The study, based on feedback from over three lakh employees across more than 45 retail organisations, found that while the sector is expanding rapidly and adopting new technologies, workforce pressures threaten service consistency and customer experience. Nearly three-fourths of roles remain customer-facing, directly linking employee experience with brand loyalty.
According to the findings, 42% of employees are considering leaving, signalling elevated churn risk. While the Trust Index© Grand Mean improved to 86% and overall employee sentiment remained at 88%, 40% of employees said they do not consistently feel respected at work. The report noted that employees who experience dignity are 2.3 times more likely to be engaged.
Leadership capability scored strongly on Strategic Cohesion at 90%, but a five-point gap in Authentic Connection suggests employees seek more accessible and mentor-like managers. Burnout stands at 24%, but drops to 12% when managers are approachable and show sincere interest beyond task delivery. The study also found that stronger authentic leadership, higher dignity at work and lower burnout correlate with a nearly 1.5 times increase in employees’ confidence in delivering excellent customer experiences.
Reflecting on the findings, Balbir Singh, CEO, Great Place To Work® India, said, “Customer experience in Indian retail is shaped by people at the store, every single day. When employees feel supported and respected, they bring the energy and care that keep customers coming back.
Our study shows that burnout in the retail industry stands at 24%; however, this drops to half when employees feel their manager is approachable and shows sincere interest beyond the mandate.
For retail to truly prosper, leaders need to build a strong workplace culture through accessible leadership, dignity at work, and holistic well-being. I acknowledge the organisations that prioritize employee well-being, and I wish my heartiest congratulations to the winners of India’s Best Workplaces in Retail 2026.”
The organisation also released its list of India’s Best Workplaces in Retail 2026, recognising 15 retail companies and four e-commerce firms for workplace excellence.
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