5 Ways to Measure Stakeholder Satisfaction at Your Fleet

Your fleet operation exists to be there for your customers and your community when they need you.

Are you meeting their needs? Are you providing satisfactory services? Can they rely on you to get the job done? Would they recommend you to others?

While we would like to assume the answer is “yes” to these questions, it’s important to find out for sure. You need to ask your customers – and your employees – what they think of your services.

Use these five ways to measure your fleet’s stakeholder satisfaction.

Net Promoter Scores (NPS)

A common way to measure customer satisfaction is through Net Promoter Scores (NPS). You’re likely familiar with these – and have probably even taken an NPS survey for a company you do business with.

These consist of one, simple question, similar to:

“On a scale of 1 (lowest) to 10 (highest), how likely are you to recommend our company/product/service to a friend?”

You then use their response to determine how likely they are to continue being a customer, and how likely it is they are going to leave. Generally, the following scale is used to evaluate customers:

• 0-6 are detractors.
• 7-8 are passives.
• 9-10 are promoters.

This will identify which customers are raving fans (and who might be willing to refer you to other customers) and who needs follow-up attention to figure out how to better serve them.

There is also room for customers to leave a comment with their evaluation. You can use these comments to understand why they gave you the score they did and get tips on how your fleet operation can improve.

Listen: Why Stakeholder Satisfaction Is Important at Your Fleet Operation

Employee Net Promoter Scores (eNPS)

Similar to NPS, an Employee Net Promoter Score (eNPS) measures your employees’ satisfaction. This will help you learn how happy your workers are at your fleet, and how likely they are to leave. This can alert you to major issues at your fleet operation, and if you’re in danger of losing staff.

This survey question can be similar to:

“On a scale of 1 to 10 how likely are you to recommend our company to a friend or family member as a great place to work?”

These follow the same scale as the NPS survey, but you should aim for all promoters. You want to be in the 90% range to ensure your staff is happy and not looking to leave.

Just like with the NPS surveys, you want to pay close attention to any comments left. Because these comments are coming from your employees, you should ensure you review each comment and make improvements where necessary to show your staff you value their feedback.

Customer Satisfaction Scores (CSAT)

A quick way to get feedback from customers is through Customer Satisfaction Scores (CSAT). Immediately after services or interaction with your staff, you can have a survey sent to your customers. This is quick and easy. Have them rank your staff’s services on a scale of 5 stars. You can also leave room for them to add a comment if they’d like.

This gives you real-time feedback on your services. You can even display the scores on a monitor in your shop so your employees can see the scores coming in.

Key Performance Indicators (KPIs)

Your fleet operation can set KPIs to track relevant metrics for your stakeholders. These can include average time to close our work orders, vehicle downtime, on-time delivery rates, staff turnover, and other data that can indicate how well you are serving your customers and employees.

Listen: How Actions Impact Those Around You

Focus Groups or Customer Interviews

To really dig deep into how your customers feel about your services, you can conduct interviews or focus groups to get feedback. This lets you have an open-ended discussion and dig deeper into their responses than just getting a number on a survey. You can select a group to interview based on their feedback from NPS surveys.

Track your stakeholder satisfaction and your fleet’s success with our Fleet Success Scorecard. Get more details when you book a demo with our team!