Boost Accuracy, Boost Experience: Get the Most Out of Your Metrics
Accurate data fuels strong performance — and plays a big role in the experience your customers have on the road. Accurate job statuses, GPS tracking, and timely updates help ensure things go smoothly from dispatch to drop-off.
When your team follows these best practices consistently and keeps job statuses up to date, customers receive helpful texts and tracking links the moment your driver is en route, which keeps the customer informed and lowers the likelihood of a complaint.
Better communication = better experiences = better customer survey scores.
Below are our recommendations to strengthen performance & customer satisfaction.
Recommendation 1: Assign Drivers Promptly
Assigning a driver as early as possible helps ensure location data is captured for the job. Jobs without a driver will not have GPS — leading to gaps in visibility for you and the customer.
Recommendation 2: Keep GPS Enabled
Encouraging drivers to keep GPS on throughout their shift can help improve ETA accuracy and overall job performance.
Recommendation 3: Update job statuses in real-time
Using statuses like En Route at the right time gives customers confidence. Keep in mind that when a driver puts themself En Route, the customer will get a text message with a live tracking link — reducing uncertainty and wait-time anxiety. It's critical to use appropriately for when that driver is actually En Route to that particular customer.
Why do these matter? Because using GPS consistently and keeping job statuses updated in real time supports stronger performance, high quality customer service, and better ranking in our selection logic process:
- Improved job tracking and visibility for your dispatchers
- Fewer delays and reassignments, helping your team stay efficient
- Clearer, real-time updates for customers, which can lead to higher satisfaction scores
- Increased potential for job volume and opportunities when performance metrics reflect reliability and accuracy