Survey reveals truck rental customer concerns

Record360, provider of asset condition software, has released the official results of its first truck rental customer survey. The 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.

The nationwide survey, fielded by Pollfish, was conducted on behalf of Record360 recently. It was conducted online among more than 500 adults who had rented a commercial truck for business purposes. Those surveyed were probed on factors that influence rental decisions, including ways to improve the overall experience and issues that lead to loss of customer loyalty. Key findings include:

•Customer service is by far the #1 factor cited as to why a truck rental company is chosen, well ahead of online reservation options, lease-to-buy features, and access to roadside assistance.

•More than 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 again 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.

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