Onroute customer survey

At Onroute we want to deliver the best possible levels of service and facilities to drivers using our truckstops. In December 2022 we commissioned a survey to find out how customers rate our performance.

The survey was carried out online and drivers visiting the truckstops simply scanned a QR code to take part. Survey participants were asked to rate what they felt was most important to them when choosing a truckstop and then rate Onroute truckstops’ performance. 

A GOOD OVERALL OUTCOME  

The results from this first survey were overall very good. We achieved particularly high ratings for vehicle security which is of key importance to drivers. We take driver and vehicle security very seriously and are currently exploring ways of further improving security at certain sites.

We also achieved high ratings for the overall cleanliness of our sites and friendliness of our staff,  both crucial to running a successful truckstop, as well as good ratings for the quality of our toilets and café environments. All of these were highlighted as being of high importance to drivers when choosing a truckstop to visit or stay at.

" Showers are always hot,  just what we need at the end of the day."

BUILDING CONSISTENCY ACROSS OUR NETWORK 

There are always things to work on and improve in a business, and this can be particularly true in the truckstop arena. We have acquired independent truckstop sites which we want to develop in-line with our vision for the business and were aware that some things needed to be worked on. The survey results, while being overall very positive, have served to confirm this.  

Onroute Truckstops Operations Manager, Alisdair Shearer, is already working with our site managers to achieve greater consistency across our network. Alisdair has worked for a number of leading hospitality companies, including Everyman Group, one of the UK’s most popular cinema venues. He has an excellent track record and we are looking forward to reaping the benefits of his hard work over the coming months.

WHAT GETS MEASURED, GETS DONE

Head of Onroute Truckstops, Jay Nair, said; “The survey has been very useful, we received some really positive feedback, as well as a few suggestions for ways to enhance our offering. We want to reassure our customers that we are listening and will be taking on board recommendations. Our intention is to rerun the survey later in the year so that we can monitor response to improvements that have been implemented.

Brilliant Truckstop. Lovely and clean and fresh.

THANK YOU, ALL DRIVERS WHO PARTICIPATED 

This is the first of a number of surveys and we’d like to say a big thank you to all the drivers who took part in it. We really appreciate your feedback and will be taking your comments into consideration when planning future developments for our sites. 

A few examples of things that are already being worked on include; introducing more healthy menu options and providing access to hot drinks and snacks out of normal working hours. In addition we are exploring ways of including meal vouchers on snap. Other suggestions are also being considered. 

As a thank you for taking part in the survey, participants names were entered into a prize draw in December. HGV driver, Steve Lester, won the draw and recieved a luxury hamper full of Christmas treats. 

View highlights from the survey 

“First time there the girls in the cafe and shop very friendly and so helpful. Toilet amazingly clean!

 

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