inDrive.Freight report

"If it had 1000 stars I would give them, I really liked the service provided, it was worth it", "He is an excellent gentleman, very cooperative, me and my husband would give him a 10", “The worst of all, he is crafty and deceitful”, “My refrigerator wire is broken”, “Dumb sheep”... These are the real comments people share about freight delivery services. They may sound inspiring, funny, or rude, but they can actually provide insights to freight drivers on how to improve their service.

As the last-mile delivery market is expected to grow by 16% annually, the landscape is witnessing a surge in services. Many small and micro-businesses rely on them daily to transport finished products or procure raw materials. Consequently, drivers, particularly those operating via service apps, need to maintain their competitive edge.

Analyzing why such feedback is given and finding ways to improve service quality is key for increased earnings. At inDrive, we have thoroughly studied feedback from our inDrive.Freight service across Kazakhstan, Mexico, Colombia, Peru, Brazil, and India to uncover effective strategies.

Methodology: The data is sourced from an inDrive app report for August 2023. The report includes data collected across certain cities of Mexico, Brazil, Colombia, Peru, Kazakhstan, and India.

  • Unveiling Customer Feedback: Assessing Freight Driver Ratings Worldwide

When it comes to evaluating freight drivers, It turns out that users do not rate the service every time they use it. In Kazakhstan, approximately one in three orders receives a rating (31%), while in India, only one out of every ten orders tends to get rated (10%). In Brazil and Peru, the rating frequency stands at 25% and 26% of orders respectively; this is slightly higher in Colombia and Mexico (both at 29%).

One might assume that people use the opportunity to rate and give feedback when dissatisfied with the service. However, the reality is more positive. In nearly all countries, ratings stand at 5 out of 5, ranging from 91% to 96% (Kazakhstan, Mexico, Colombia, Brazil, Peru). This rate is slightly lower in India, at 79%. Negative ratings are only given to 3-4% of all rated rides in most countries (except for India where they count for 12%).

This pattern suggests that individuals may perceive last-mile freight services as basic, resulting in lower initial expectations. However, when the service surpasses these expectations, customers are quick to acknowledge and reward it with the highest score.

  • Factors Driving High Ratings

To find which elements of the service users value highly, we analyzed the feedback provided alongside 5-star ratings.

Unsurprisingly, expressions of gratitude and appreciation for excellent service dominate the feedback. However, certain professional and personal characteristics are particularly appreciated by customers.

Despite geographic diversity, certain attributes like punctuality, professionalism, politeness, and reliability universally earn commendation.

Beyond these commonalities, distinct regional flavors emerge. For instance, in Kazakhstan, drivers' adherence to agreements and maintaining clean vehicles garners significant appreciation, while in Brazil, the focus is on praising drivers' politeness, attentiveness, and helpfulness. Colombia emphasizes punctuality and friendliness, whereas Mexico sees gratitude expressed through affirmations and specific mentions of service attributes. Peruvians tend to recommend services highly and commend responsible conduct.

Here's a breakdown of the standout attributes observed in customer feedback:

Kazakhstan:

Drivers' Attributes: Punctuality, accuracy, and politeness are appreciated.

Professional Traits: Sticking to agreements, reliability in pricing, and maintaining clean vehicles.

Examples of Feedback:

  • A very polite man, we agreed quickly. The car is good and clean. The cargo was delivered from address to address. I recommend it to everyone
  • Very polite driver! I recommend!? Beautiful!!!✊
  • Thank you very much for the work done! The guys are great, they did the job with a bang, I didn’t regret it one bit. everything was neat without a single scratch, super! Contact us, you won’t regret it
  • Man of his word
  • The order was completed promptly and responsibly. Didn't ask for extra payment, as usually happens.
  • “Tiger” (which means ‘Good person’ or ‘Nice man’ or even ‘Hero’)

Brazil:

Praise Focus: professionalism, politeness, and punctuality.

Driver Attributes: politeness, attentiveness, professionalism, friendliness, and helpfulness.

Examples of Feedback:

  • "If it had 1000 stars I would give them, I really liked the service provided, it was worth it…."
  • "He even brings a charger, he doesn't let us carry anything, he's polite. Top clean car."
  • "The guy was a partner."
  • "... My first shipping order via inDrive. Thank God a kind, attentive person came!"

Colombia:

Quality Emphasis: Excellent service quality and punctuality.

Appreciated Traits: Kindness, punctuality, and friendliness are recurrently praised.

Examples of Feedback:

  • "He is an excellent gentleman, very cooperative, me and my husband would give him a 10."
  • "He arrived at the agreed time, helped us load, diligent, good driving, good knowledge of the city. Excellent service."
  • "He helped me a lot, thank you very much for everything. Excellent service, 100% recommended, thank you God Bless you."
  • "Punctual. Very cordial and kind. Efficiency. Fast. 10/10"

Mexico:

Quality Emphasis: Punctuality and professionalism

Appreciated Traits: Friendliness, attentiveness, and care.

Specific Feedback: In a few instances, customers highlight specific details or actions taken by the service provider that contributed to their positive experience, such as assembling/disassembling furniture.

Examples of Feedback:

  • "Excellent service from Osvaldo! Thankful for the excellent job!"
  • "All luxury, very good service!"
  • "To all friends, highly recommended!"

Peru:

Appreciated Traits: Users value friendliness, helpfulness, and attentive and responsible conduct.

Emojis and Positive Gestures: The inclusion of emojis like ☺️, ✨, and ❤️, along with phrases like "You saved my day" and "Thank you so much!!" add a personal touch and indicate satisfaction and gratitude.

Quality Emphasis: punctuality, communication, support during moving, and the condition of items

Examples of Feedback:

  • "Very kind, punctual, and responsible."
  • "Nice man, friendly ❤️."
  • "A boss definitely."

India:

Appreciation of attributes such as being educated, helpful, and polite, reliable, and hardworking.

Quality Emphasis: punctuality

The mention of tipping or offering extra money ("Paid him 500 extra as a tip") indicates a high level of satisfaction.

Examples of Feedback:

  • "Amazing services and educated driver. Very much helpful."
  • "Nice person ❤️."
  • "Very polite & hardworking!"

What do Freight Service Customers Dislike?

Across diverse regions like Kazakhstan, India, Colombia, Mexico, Peru, and Brazil, similarities emerge in complaints around price conflicts, unprofessional conduct, and service non-fulfillment.

However, distinct regional flavors surface as well. In Kazakhstan, issues of driver no-shows and communication lapses predominate, while India sees frequent complaints of price manipulation and service misrepresentation. Colombia focuses on service delays and unprofessional behavior, while Mexico grapples with non-arrival issues and overcharging. Peru showcases concerns about cancellations and item mishandling, and Brazil reports complaints regarding service completion and communication breakdowns.

Understanding these complaints may help drivers improve their service and avoid being poorly rated.

Kazakhstan:

Drivers not showing up, not communicating enough, or failing to answer calls.

Price Conflicts: Agreements made on pricing altered significantly, leading to disputes.

Professionalism Issues: Complaints about unprofessional behavior and attitude, inconsistency, and cancellations.

India:

Price Manipulation: Drivers demanding significantly higher amounts post-service.

Unprofessional Conduct: Instances of rudeness, unprofessionalism, and misrepresentation.

Additional Charges: Users asked to pay extra for unforeseen services.

Colombia:

Services not provided or significantly delayed.

Unprofessional Behavior: Complaints about rude behavior and poor communication.

Demands for extra payment and dishonest practices.

Communication Issues: Poor responsiveness and lack of availability.

Mexico:

Non-Arrival & Responsiveness: Frequent complaints about drivers not arriving or being unresponsive.

Overcharging: Instances of demanding extra or altering prices post-agreement.

Unprofessionalism: Complaints about rude behavior and service cancellations.

Vehicle/Equipment Issues: Problems with vehicles or equipment affecting service quality.

Peru:

Non-Arrival & Cancellation: Reports of drivers not arriving or canceling last minute.

Overcharging & Deception: Demands for higher prices or additional fees after service initiation.

Unprofessional Conduct: Complaints about rude and disrespectful behavior.

Service Quality Issues: Late arrivals, drunkenness, or inadequate tools for transportation. Drivers mishandling items or causing damage during transport.

Brazil:

Service Completion: Instances of incomplete service or failure to arrive as scheduled.

Price Alterations: Complaints about increased prices post-service or misrepresentation.

Unprofessional Behavior: Rudeness, impatience, and lack of responsibility from drivers.

Damage & Responsibility: Belongings damaged without driver accountability.

Communication & Delays: Communication issues and significant service delays.

Earnings Vary across Countries

Understanding the challenges faced by customers across various countries can also help freight drivers enhance their income. Earnings in app-based freight services vary significantly, influenced by several factors, including order volume, frequency, duration, and service commission.

In Kazakhstan, active freight drivers with a high number of rides typically earn between $1500 and $2500 USD per month, while in Mexico, earnings may range from $2000 to $4000 USD. Brazil sees earnings of around $800 to $1500, whereas in India, drivers typically earn between $700 and $1800 monthly. In Peru, earnings may vary from $1000 to $2000, and in Colombia, it's usually between $800 and $2500.

These figures, though approximate, illustrate the potential earnings for freight drivers in various countries.

Tips for Better Service

Understanding what resonates most with customers in the freight service industry may be helpful for drivers. By integrating these qualities into their service approach, drivers can improve their ratings, which helps them to get more orders, set up higher prices for the service,surpass customer expectations and potentially receive tips. This impacts their success and earnings in the competitive industry.

Based on feedback from points 1 and 2, punctuality and a friendly approach stand out as highly-valued traits. Complementing these, here are actionable tips to increase ratings:

  • Professionalism: Embrace attentiveness, and treat items with care to enhance service quality and garner positive customer experiences.
  • Attitude: Cultivate a friendly, polite, and helpful attitude to foster positive interactions, prompting customers to appreciate and rate the service higher.
  • Maintain Equipment: Ensure a clean and well-maintained vehicle, reflecting professionalism and contributing to a better customer experience.
  • Adhere to Agreements: Uphold agreed-upon prices and service levels consistently, building trust and customer satisfaction.

Using dedicated mobile apps can bring extra money for truck drivers. Here's why:

Apps offer drivers the choice of several orders. According to some estimates, there are, on average, around 10 orders per driver. This makes it possible for drivers to find jobs from the comfort of their homes, and choose the orders that are most convenient.

The price of an order depends on many different factors. For example, drivers can earn more for intercity orders, longer trips, heavy cargo, and so on. So it’s worth experimenting with long and short rides (and a mix of both), to see what offers the best income.

Ideally, drivers should choose an app that allows them to see the price suggested by users and negotiate prices they feel are fair for the order, such as inDrive.Freight. In this way, the pricing is transparent, and the driver knows how much customers are willing to pay, upfront.

Finally, when considering registering for such apps, drivers should always check the commission or rate the platform charges. In many cases, it can be up to 20-25%, while some apps charge as little as 10%.

For drivers looking to supplement their income or go it alone, registering for an app offers a viable means to access regular work, on their own terms. As in many other industries, this technology is proving to be a game-changer.

To learn more about inDrive.Freight, register and find your first customer please visit: https://cargo.indrive.com/