Timely & Relevant Surveys Help to Maximise Response Rates

Contacting drivers immediately after key events, such as a new vehicle delivery, a routine service, the provision of a daily rental vehicle, tyre replacement, windscreen and glass repair & replacement or a vehicle breakdown, and asking questions which relate directly to their experience will dramatically enhance response rates.

According to Rick Yarrow, managing director of Experteye, the sooner the feedback is requested the better. However, more important is to ensure the questions apply directly to the driver’s experience because that’s what creates the ‘buy-in’.

“We’re achieving between 40% and 50% response rates with Touchpoint, our fleet sector driver satisfaction survey,” said Rick.

“I put this down to a number of factors, but primarily that drivers are contacted by email, SMS or call centre immediately after the event and while it is fresh in their minds.

“They are also asked questions which are meaningful to them. To give an example, if a driver has just had their vehicle serviced and the vehicle was collected and delivered back to them, the questions are about that specific process. However, if another driver whose vehicle is managed by the same contract hire company chose to go into the dealership in person, the system adapts by asking questions about how they were dealt with on site.

“Our Touchpoint system achieves this by running on a platform which offers incredibly intuitive paths through different, flexible question sets. This therefore means that the way a driver responds to one question will trigger the subsequent question.”

Having recently won the Business Techies Award for Best Innovation in the fleet sector, Touchpoint is being hailed as the most exciting new product in the fleet market for many years. A key aspect is its ability to balance flexible, meaningful question sets with the ability to monitor trends in driver satisfaction.

For more information, please contact Experteye on 01844 296500 or email Rick Yarrow ry@experteye.com