Yelp for trucking: Benchmarking the truck service process
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Yelp for trucking: Benchmarking the truck service process

Jason Morgan is the content director of Fleet Equipment.


When Werner Enterprises’, Neil MacLeod, took us behind the scenes on how the fleet leverages its technology and navigates integrations with OEMs to reduce average dwell time down to a staggering 25 minutes, there was one particular nugget of info that stood out during our conversation–the ability to benchmark truck service experiences.

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I’ll let MacLeod explain:

“Based on driver feedback, one question we asked was: How do we better leverage the information that drivers provide over the road and provide a feedback mechanism for customer and repair experiences that they can share with their driver counterparts?”

With drivers providing truck service reviews, essentially, and Werner Enterprises tracking the amount of time it takes to get a specific truck repair done, they’ll be able to provide their drivers with what boils down to a Yelp for truck service centers.

“As we mature that vendor network, we can tell our drivers: ‘This is a three- or four-star facility that has average turn times for this particular type of repair of X amount of hours, and that’s compared to this other vendor in the network that has a two- or three-star rating from our drivers, and it takes a little bit longer to get the repairs completed.'”


That wasn’t the only extremely cool use of technology that MacLeod talked about during our discussion. Click below if you need to catch up on the earlier story and learn how Werner is reducing dwell time for its drivers:

Fleet Equipment Magazine