Phase 1: Set goals & objectives

Phase 1: Set goals & objectives

To help set goals for pilots we start with driver and dispatcher surveys which establish a baseline level of satisfaction with current communications.

How we accomplish this

1. Driver Baseline Sentiment Survey

Drivers are asked to rank their current experience in communicating with dispatchers and fleet management. This could include responsiveness (how quickly dispatchers respond to a question/concern) and issue resolution (how quickly issues are resolved).



2. Dispatcher Baseline Sentiment Survey

Dispatchers are asked to gauge how effective their current communications with drivers are. This could include capacity (are they able to handle the current communications load) and productivity (are they able get driver questions and concerns answered in a timely manner).



3. We'll Identify KPIs

We strongly believe that in order to manage a pilot there must be KPIs set up that both the fleet and Ten5 agree upon.
Ten5 suggests the following KPI's:
  1. Send five Broadcast messages and get at least 2% of the drivers replying to each. 
  2. Set up one Interactive Voice Experience (IVEX) session.
  3. Have dispatchers proactively start one conversation per week per driver and get 90% response rate.
  4. Survey drivers at the start and improve driver satisfaction by 10% or more when they are surveyed again on Day 40.
  5. Dispatcher resolution survey – measure how fast conversations are resolved and improve by at least 5% by Day 40. 



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