Driver Observations: Improve Customer Satisfaction
Observation of driver behavior is an important metric to use when measuring driver performance. Driver behavior, as it relates to customer service, is monitored, assessed and acted upon based on customer service input. Both positive and negative behavior is tracked as shippers provide feedback to the carrier regarding the driver's service and behavior. The company has measurable information to make informed decisions and drivers have visibility into how they are being evaluated against the company's customer satisfaction standards. The documented or observed events can be assigned point values for positive and negative behavior. These metrics can be monitored automatically by InfoStream’s Driver Performance solution and included in the self-generating driver scorecard. Both parties benefit from this tracking and measurement system which greatly increases customer and driver satisfaction — leading to a more service-oriented and profitable carrier.