how to increase driver retention

©2017 Strategic Programs, LLC

Driver Retention

May 24, 2017

Industry Trends and the Importance

of Collecting Driver Feedback


In This Presentation

Why collect driver feedback?

Best practices for collecting good data

Industry trends in driver feedback

The behavioral profile of a successful driver

Bottom-line benefits of an engaged workforce

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Why Collect Driver Feedback?

• As well as we know our fleets, we all have blind spots

• Knowing how drivers are feeling about their work experience can help you understand where to make adjustments to positively affect engagement and retention

• Providing drivers with an outlet for allowing their voice to be heard will positively affect overall engagement

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Employee Voice

Common low scores in the industry:– My opinion was valued

– My suggestions and/or ideas for improving things were given consideration

Collecting feedback from drivers and connecting your company’s actions and initiatives directly to that driver feedback will go a long way toward helping your drivers feel like their voice and opinions matter, and that their ideas are heard.

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Best Practices: Collecting Driver Feedback

Make sure you have a solid, validated survey that asks the right questions

Make sure your timing is right

Make sure your organization is ready to make changes

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Industry Trends

• Low scores from driver feedback:– The expectations I had matched the reality of the

job

– I received the miles/pay I was expecting

– My opinion was valued

– I was satisfied with opportunities available to make more money

– Waste of time was minimal at the customer and at shippers/receivers

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Industry Trends

• Top reasons for leaving from exited drivers:

– Mileage expectations

– Compensation

– Communication

– Home time

– Equipment/maintenance

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Industry Trends

• Disengaging items for current drivers:– Fleet/Driver managers not understanding the challenges

drivers face on the job

– Not receiving good and timely information from the company

– Expectations (miles, money, home time) not matching the reality of the job

– Lack of trust in senior leadership

– Leadership not following through on commitments

– Lack of pride in working for the organization

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Feedback From New Drivers

• It’s all about expectations and the fleet/driver manager relationship

• New drivers want to feel like they are getting what they signed up for

• They want to feel like the company is committed to them, which is often the responsibility of the fleet/driver manager

• Strong soft skills training for fleet/driver managers, recruiters, and trainers can have a big impact on new driver retention

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What Does This Mean for My Fleet?

• All fleets are different

• These trends may or may not match what is happening

in your organization

• Uncover your blind spots and find out what your drivers

are thinking!

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Behavioral Profile of a Successful Driver

Dominance

Take charge

Assertive

Get things done

Want/take authority

Humble

Composed

Non-confrontational

Supportive

Extroversion

People

Expressive

Outgoing

Enjoy socializing

Thinker

Contemplative

Private

Reserved

Pace

Patience

Persistent

Steady

Consistent

Seek change

Spontaneous

Like fast pace

Urgent

Conformity

Systems

Follow procedures

Disciplined

Loyal

Adventurous

Desire freedom

Non-traditional

Independent

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Behavioral Profiles: Driver vs. ManagerProfile of a typical driver manager

Most common high trait – extroversionLeast common high trait – pace

Profile of a successful driver

Most common high trait – paceLeast common high trait – dominance


Behavioral Profiles: Skill Building

High Dominance

•Listen to others

•Encourage team discussion

•Soften comments

•Affirm others appropriately

High Extroversion

•Organize thoughts before speaking

•Keep message focused

•Listen without interrupting

•Ask for ideas of others

High Pace

•Express ideas and opinions

•Confront others immediately

•Give true feelings

•Agree and commit to justifiable change

High Conformity

•Soften judgmental comments

•Think of options before denying possibilities

•Lessen negative reaction

•Ask questions to clarify concerns

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Benefits of an Engaged Workforce

Increased productivity

Increased safety

Increased customer satisfaction

Your drivers become your best recruiters

Decreased turnover

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Questions

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Legal Statement

Strategic Programs, LLC prepared these materials for informational purposes only. These materials are not intended to be comprehensive, and are not a substitute for, and should not be construed as, legal advice.

HireRight and Strategic Programs, LLC do not warrant any statements in these materials. Employers should direct to their own experienced legal counsel questions involving their organization’s compliance with or interpretation or application of laws or regulations and any additional legal requirements that may apply.

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