Top 5 Strategies for Enhancing Customer Satisfaction in Fleet Businesses

average resolution time (ART)

In today’s highly competitive business arena, customer service quality can make or break almost any company. While 84% of companies working on customer-centric models witness an increase in revenue, others lose around $41 billion a year to poor customer service. So, it can be rightly said that customer service is not just a support to the customer but a complete foundation for a business.

Strategy 1: Opting for Data to Improve Customer Experience

From driver scheduling and stock management to route planning, the fleet business can be complicated. Managers in this field must make innumerable decisions regularly and cannot afford a single mistake, which can lead to significant consequences. Task automation and real-time data can help reduce mistakes and enhance customer experience. Acquiring new customers in this business field also depends on targeting the right data set.

The adoption of SaaS technologies can help fleet businesses evaluate shipping data, which can further assist in tracking of vehicle location, employee and driver management, fleet repair and maintenance, fuel management, routing and dispatch, and customer service and billing. By providing real-time tracking and easy accessibility through mobile or web apps, SaaS fleet management software solutions can help businesses improve productivity, efficiency, safety, and compliance and reduce costs. And the result of these improvements automatically shows in their increased number of satisfied customers.

Strategy 2: Using Real-Time GPS to Track Vehicles and Dispatch Drivers Quickly

Using a real-time GPS tracking system will help you offer vehicle tracking details to customers, which will create a good impression of your company. When customers are fully aware of where their belongings are with a fleet management company keeping them informed, they build trust in the company and stick to it for a lifetime. Further utility fleet management software with real-time GPS tracking can offer live data on the location of your fleet vehicles so you know which vehicle is the closest and quickly dispatch services to customers.

Additional real-time insights through GPS tracking can help fleet businesses monitor vehicle journeys from start to end. Individual fleet managers can communicate with their drivers in real-time and direct them turn-by-turn, especially when they head for destinations that are difficult to find. In an industry where customer satisfaction is closely connected to driver response time, GPS tracking can reduce the time drivers need to restore services, thus keeping the customers satisfied and happy.

Strategy 3: Offering Preventive and Predictive Vehicle Maintenance

Proper vehicle maintenance is the foundation of an effective fleet business. Although most vehicles within a fleet are built to withstand all kinds of abuse, skipping out on vehicle maintenance can result in a breakdown that can cost you money, time, and customer satisfaction. Besides preventing accidents and improving operational efficiency, regularly scheduled vehicle maintenance ensures your vehicles keep running smoothly, thus adding to your company’s reputation.

You can use fleet management automation to ensure your vehicles get the attention they require regularly while receiving custom reports and maintenance cost accounting to keep your fleet maintenance budget in control. Automatic reminders and alerts can notify you of all issues in your vehicles or simply the fact that your vehicles are due for maintenance. This way, you can maintain vehicles, stay free of all mechanical issues, and ensure your vehicles are on the road most of the time. Keeping well-maintained vehicles shows your professionalism and level of care, thus making your customers feel confident in your service.

Strategy 4: Providing Improved Safety

Accidents can result in expensive repairs, potential liability, and vehicle downtime, which is not feasible for fleet businesses. Proper fleet management solutions come with features, like driver scorecards and coaching, that give feedback on driver performance and help them work on the areas of improvement.

Further, diagnostics can be used to monitor things like acceleration, braking, and speed, and drivers can be informed of the same so they can take corrective measures before accidents occur. In other words, increasing situational awareness for the drivers and the fleet managers helps to reduce the financial and human implications of accidents, thus improving customer satisfaction automatically.

Strategy 5: Maintaining ART or Average Resolution Time and On-Time Delivery Rate

ART, or Average Resolution Time, is one of the best ways to improve customer service as it directly correlates with loyalty and customer satisfaction. The faster you resolve a customer issue, the happier the customer is, resulting in higher overall satisfaction with your service.

Lastly, maintain an on-time delivery rate, which means making a promised number of deliveries within the stipulated time frame. Deviating from this can cause customer dissatisfaction further, resulting in a complete loss of business.


Fleet businesses need to rock every area of their business, from enhancing customer satisfaction to improving the shipping procedure. The strategies above are a combined effort that these businesses can make to streamline complicated procedures and take their customer experience to the next level.

Additionally, integrating QR codes into the fleet management system can provide a seamless and efficient way for customers to access real-time information about their shipments, vehicle status, and delivery schedules, further enhancing transparency and customer engagement in the ever-evolving landscape of the fleet industry.

Last Updated on 4 months by admin