1.
©2017 Strategic Programs, LLC
Driver Retention
May 24, 2017
Industry Trends and the Importance
of Collecting Driver Feedback

2.
©2017 Strategic Programs, LLC
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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3.
©2017 Strategic Programs, LLC
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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4.
©2017 Strategic Programs, LLC
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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5.
©2017 Strategic Programs, LLC
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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6.
©2017 Strategic Programs, LLC
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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7.
©2017 Strategic Programs, LLC
Industry Trends
• Top reasons for leaving from exited
drivers:
– Mileage expectations
– Compensation
– Communication
– Home time
– Equipment/maintenance
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8.
©2017 Strategic Programs, LLC
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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9.
©2017 Strategic Programs, LLC
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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10.
©2017 Strategic Programs, LLC
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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11.
©2017 Strategic Programs, LLC
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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12.
©2017 Strategic Programs, LLC
Behavioral Profiles: Driver vs. Manager
Profile of a typical driver manager
Most common high trait – extroversion
Least common high trait – pace
Profile of a successful driver
Most common high trait – pace
Least common high trait – dominance

13.
©2017 Strategic Programs, LLC
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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14.
©2017 Strategic Programs, LLC
Benefits of an Engaged Workforce
 Increased productivity
 Increased safety
 Increased customer satisfaction
 Your drivers become your best recruiters
 Decreased turnover
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15.
©2017 Strategic Programs, LLC
Questions
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16.
©2017 Strategic Programs, LLC
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.