Commercial Truck Rental Factors Study Reveals Top Factors Companies Consider When Renting Commercial Trucks

Trucks moving on highway

When relying on truck rentals for your business, you have plenty of options. But how do you choose the right truck rental partner? To focus on the right criteria, take a look at the qualities other companies have factored in the most.

Research firm Pollfish recently surveyed more than 500 fleet managers who had recently rented a commercial truck for business purposes. Here’s a look at three of the most important factors reported by truck rental customers according to the Truck Rental Customer Report:

Customer Service

Forty percent of respondents said that when it came to the service-related aspects of renting, strong customer service was by far the most prized.

“Things like the quality of a conversation over the phone, the in-person experience renters have when visiting a truck rental company and how issues get resolved play huge roles in customer perception. So much so that it’s the top thing customer's point to when deciding which rental truck company to use,” the report said, noting that customer service is “the top service-related factor that impacts their purchase decision, far exceeding access to roadside assistance and online reservations. In fact, it was selected four times more than favorable rental terms.”

This shows some important parts of the rental transaction have nothing to do with trucks. Companies that frequently rent trucks for business say that knowledgeable, helpful, friendly personnel are highly valued and sought after by renters.

Variety and Condition of Truck Rental Inventory

You might think that price was the top vehicle concern of commercial vehicle rental customers—and you’d be wrong—at least according to the Truck Rental Customer Report.

“When we asked customers to rank the top truck-related feature they use to make a purchase decision, they did not pick price,” the report said. “Nearly one in three respondents pointed to a company’s inventory selection and variety as the top truck-related feature. Another 18% pointed to truck durability as their top pick, nearly on par with those who chose price as the top feature.”

In the competitive world of commercial truck rentals today, customers expect late-model vehicles spec’d for a variety of industries and tasks, with records of consistent preventive maintenance, and reliable assistance with breakdowns.

ELD and Trip Record Options

An eye-opening finding in Truck Rental Customer Report is how seriously rental customers take record keeping.

The report notes, “Also appearing on customer wish lists were ways to accurately record mileage and gas levels.”

While this included commonplace issues like gas tanks not being refilled when trucks are returned or disagreements over damage, the survey found a clear desire among rental customers to be provided with better forms of trips records—including the use of Electronic Driver Logs (ELDs)—by rental providers as part of a comprehensive truck rental service.

Fuel economy, improved mileage, better routing and such are essential to fleet managers as they seek to maximize profits. Companies that rely on rentals expect their fleet suppliers to offer not just trucks, but trip-record options as well.

"When it comes to the service-related aspects of renting commercial vehicles, strong customer service is by far the most prized."

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