Celadon Trucking, one of the 10 largest truckload carriers is using SurveyMonkey to automatically collect feedback from drivers. Based on industry studies, Celadon Trucking is using critical time intervals when drivers are most at risk for leaving their company and started collecting feedback.
Within days after orientation Celadon follow up with surveys and again at 30, 60, 90 day intervals. Surveys are also sent to more experienced drivers to aid in retention twice a year.
The surveys ask questions about their operational experience, dispatchers, and if hiring promises made were kept by the company.
With an integration between SurveyMonkey and Salesforce it can automate communications and route feedback to the right stakeholder within Celadon.
The company created a custom object in Salesforce so driver-facing departments have access to driver feedback. Celadon writes workflows in Salesforce that automatically create cases and notify the right department if a survey response requires follow up.
In 2018, the company saw a 68 percent improvement in driver retention from 2017. In the past five months, Celadon’s ratio of positive to negative feedback improved by 27 percent.
They have now started feeding that data to our executive team to help with equipment and purchase decisions and will make changes to continue to improve driver retention and experience with Celadon.