Customer Service, Technology Top Factors in Truck Rental Survey

Record360, which uses mobile and Web-based app technology, has released the results from its first truck rental customer survey.

The survey findings point to an increasing need for truck rental companies to improve customer service and enhance vehicle condition reporting to protect customers against inaccurate damage and overuse claims, according to the survey.

Fielded by Pollfish, the nationwide survey was conducted online April 5, 2016 on behalf of Record360. Those surveyed (over 500 adults who had rented a commercial truck for business purposes) were probed on factors that influence rental decisions, including ways to improve the overall experience and issues that lead to loss of customer loyalty.

When asked to pick the #1 truck-related feature used to make a purchase decision, the top response was the variety and types of trucks available (32%). Other features include the rental truck price (19%), the durability of the truck (18%), not being nickel and dimed for dings and dents (13%), the exterior condition of the truck (10%), and the interior condition of the truck (8%).

In regards to service-related factors, 40% of respondents ranked strong customer service as the top factor, according to the survey. Access to roadside assistance came in second with 17%, followed by lease-to-buy options (14%), ability to make reservations online (13%), favorable rental terms (10%), and favorable financing options (6%).

According to the survey, other key findings included:

• Over 70% of rental customers worry about being blamed for damage they did not cause.

• Nearly 90% of renters do not believe paper forms and pictograms are an accurate way of tracking a truck’s condition.

• The top reasons for never doing business with a truck rental company include: terrible customer service, incorrect blame for truck damage, inaccurate documentation of miles driven during rental, and being charged for gas when tank was filled before vehicle return.

• 52% of renters want a visual record of the truck’s condition so they aren’t unfairly charged for damage.

“It’s exciting to see that customers are gravitating towards things like positive customer service and improved documentation of vehicle condition because these are things that truck rental companies of all sizes can cost-effectively incorporate into their everyday processes,” said Shane Skinner, Record360’s founder and CEO. “Truck rental companies can improve the customer experience by using tools and tactics that provide greater transparency when it comes to truck condition and usage.”

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