In Commercial Transportation, the Service Experience Is the Product.
Fleet operators don't just buy trucks — they buy the confidence that when something goes wrong, you'll get them back on the road fast. TDG helps commercial vehicle dealers and OEMs measure and improve the service experience that drives fleet loyalty and renewal decisions.
Five Reasons Fleet Operators Switch Brands — and None of Them Are Price
In commercial transportation, fleet loyalty isn't won at the sales desk. It's won or lost in the service bay, on the phone with a service advisor, and in the days it takes to get a truck back on the road.
Downtime is revenue lost — and customers remember who caused it
A truck sitting in a service bay isn't just a maintenance issue — it's a driver sitting idle, a delivery delayed, and a customer questioning whether they chose the right brand. Fleet operators don't forget which dealer got them back on the road fast and which one didn't.
Service communication is where relationships break
Fleet managers don't expect perfection. They expect to be kept informed. When a service event runs long without an update, when a promised completion time gets missed without a call — that's when loyalty erodes. TDG measures communication quality at every service event.
First-time fix rates define your service reputation
Nothing damages a commercial relationship faster than a truck coming back for the same problem twice. First-time fix rate is one of the most powerful loyalty drivers in commercial transportation — and one of the clearest signals that something in your service process needs attention.
Fleet operators make renewal decisions based on total experience, not just price
When a fleet manager is deciding whether to spec your trucks for the next cycle, they're thinking about every interaction their team has had with your dealer network over the past few years — not just the unit cost. TDG tracks the experience that drives those decisions.
Multi-location service networks create inconsistent experiences
A fleet operator running trucks across multiple states may interact with a dozen different service locations. A great experience at one location and a poor one at another creates confusion about your brand. Consistent service quality across every location is what fleet operators need — and what TDG helps you deliver.
The Service Moments That Drive Fleet Retention
Fleet operators interact with your service network constantly — far more than a typical equipment owner. Every one of those interactions is a data point in their mental scorecard. TDG captures feedback at each moment so you know exactly how you're scoring before the renewal conversation happens.
First impression that sets the tone for the fleet relationship — delivery quality and completeness matter
High-frequency touchpoint — speed, communication, and accuracy define the service experience
Highest-stakes interaction — how fast you respond and communicate determines loyalty
Fleet operators judge OEM support by how warranty work is handled at the dealer level
Waiting for parts extends downtime — parts counter speed and accuracy directly impact satisfaction
Strategic touchpoint where relationship strength and service history determine renewal decisions
The Data That Keeps Fleets Coming Back
TDG's ExperienceConnect platform gives commercial transportation dealers and OEMs the visibility to act on service experience before it costs you a fleet account.
Post-Service Feedback
Automated feedback capture after every service event — while the experience is fresh. Phone, text, or email depending on your customer base and program goals.
Location Benchmarking
Every service location scored and ranked. See which locations are building loyalty and which are quietly losing fleet accounts — before it shows up in lost renewals.
Closed-Loop Follow-Up
Dissatisfied fleet operators flagged immediately for personal follow-up. Resolve issues before they become lost accounts or negative word-of-mouth in a tight industry community.
Real-Time Dashboards
Service managers and regional leaders see feedback as it arrives. Spot trends early — communication issues, repeat repair patterns, technician performance — before they become systemic.
Fleet Account Retention Signals
Identify at-risk fleet accounts before the renewal conversation. Customers who score low on service experience are statistically more likely to switch — TDG surfaces those signals early.
Industry Benchmarks
See how your service network compares to other commercial transportation dealers and OEMs. Context turns a score into a strategy.
In the truck and bus business, your customers measure you by how fast you get their equipment back in service. TDG helps us capture that feedback systematically — so we know where we're delivering and where we need to improve, location by location.— Commercial Transportation Client, TDG
From Service Event to Actionable Insight
Discovery
We learn your dealer or service network structure, key service touchpoints, and what fleet retention means for your business. No generic intake — a real conversation about your operation.
Program Design
Survey methodology built around your specific service events — triggered by work order completion, delivery, or fleet account milestones. Designed to maximize response rates from busy fleet managers.
Launch
Setup, integration, and training for your service managers. Your team learns how to read the dashboards, act on alerts, and use data in fleet account conversations.
Continuous Improvement
Regular reviews with TDG's team to identify trends, benchmark against the industry, and refine your program as your service network evolves.
Frequently Asked Questions About CX Programs for Commercial Transportation
What CX services does TDG offer for commercial transportation dealers?
TDG offers fully managed customer feedback programs for commercial truck and bus dealers, including multi-channel survey deployment (phone, text, email, and web), real-time service-event dashboards, closed-loop follow-up for dissatisfied customers, service communication scoring, location-level benchmarking, and CX coaching for service and parts teams. Programs are designed around the specific dynamics of fleet-operator relationships and high-frequency service interactions.
How does TDG measure service communication quality at commercial truck dealerships?
TDG's feedback programs capture customer ratings on specific communication touchpoints, including whether the customer was contacted when their vehicle was ready, whether they received updates during a longer repair, whether promised completion times were met, and whether billing and repair explanations were clear. These granular scores help service managers identify exactly where communication is breaking down and what to fix.
Can TDG track first-time fix rates and service turnaround times?
TDG's customer feedback captures the customer's perception of first-time fix performance and turnaround time reliability, which are among the strongest loyalty drivers in commercial transportation. TDG data surfaces recurring patterns of repeat-repair complaints or missed completion commitments that allow service managers to identify process failures and prioritize corrections.
How do fleet operators use TDG feedback data?
Fleet operators who participate in TDG programs use the data to hold their dealer service relationships accountable and to identify which locations in a dealer network are delivering consistent service quality. For OEMs and dealer groups, TDG data helps identify which service locations are most at risk of losing fleet accounts and which operational practices are driving fleet loyalty at the best-performing locations.
Does TDG work with OEMs in the commercial transportation sector?
Yes. TDG has experience working with commercial transportation OEMs including International Truck. OEM engagements focus on measuring the customer experience delivered through the dealer network, providing brand-level visibility into dealer performance, and supporting dealer development programs with actionable feedback data.
How quickly can a commercial truck dealer see results from a TDG program?
Because commercial truck dealers typically have high service event frequency, TDG programs generate meaningful feedback data quickly, often within the first 30 to 45 days of launch. Service communication scores and first-time fix perceptions are among the earliest and most actionable metrics to surface, allowing service managers to make targeted improvements within the first quarter.
Ready to Know What Your Fleet Customers Are Actually Thinking?
Book a free 30-minute consultation. We'll review your current service feedback process and show you exactly how a TDG program would work for your dealer network or OEM organization.