How do drivers use the mobile platform?
Drivers use WorkHound via their smartphone. WorkHound sends drivers a message via text message (SMS) weekly to remind them to share their feedback and to update them on company responses.
Is the feedback from each driver anonymous?
Yes. WorkHound wants to ensure drivers share as much authentic feedback and in order to do this, make the driver comments anonymous.
What if some drivers choose not to participate?
Traditional, legacy-style surveys have response rates hovering around 10%. WorkHound rates are typically much better, but you’ll always have drivers that choose not to participate. This is ok. Don’t get bogged down trying to get responses from every single driver. Instead, focus on providing value to those drivers who are responding. They are your leaders and most engaged employees. When drivers sitting on the sidelines see action and communication based on feedback from their peers, they are much more likely to get involved. Showing that feedback can drive action is the single best way to engage your drivers.
What do engaged drivers mean for my business?
Engaged drivers are the most important asset for any carrier. They are safer drivers, they don’t job hop and become your best recruiter to refer other drivers to your company. All of these things impact your company’s bottom-line.
How long can drivers use the link after it’s been sent out?
Drivers can use the link indefinitely. We send new messages out weekly, however, they can continue to use the link they were sent in previous messages.
What’s the best email to use if we have any questions about WorkHound?
The best email to use is firstname.lastname@example.org
How often is the data updated in the Dashboard?
Data is updated as driver data comes in. WorkHound’s technology and processes break out the data based on keyword and sentiment analysis. Some comments will come in delayed due to human review.
How do we access the dashboard?
- When beginning to work with WorkHound, you will determine which stakeholders at your company will have access to WorkHound’s dashboard.
- Stakeholders access the dashboard at companyname.workhoundapp.com once the drivers start sharing feedback.
- Your unique login will be your email address. For your password, we email you a password creation link from “Stormpath”, which is the account creation service WorkHound uses.
- You can access the dashboard at anytime.
Can we have one login for multiple dashboards?
Yes. Contact email@example.com to set this up.
The metrics on the dashboard show for the past 7 days, is there a history?
The metrics at the top of the dashboard show the current 7-day snapshot and the graph shows the trend over time (or greater than 7 days). We are always considering and looking at different ways to show the data and prioritizing that on the product roadmap!
How does the company review the information?
Stakeholders at the company have access to the online WorkHound dashboard where they review all WorkHound activity.
The dashboard reveals several things:
- At a glance metrics:
- Average driver satisfaction score
- Number of active drivers on the platform
- Correlation between driver comment frequency and average satisfaction score
- Theme Analysis:
- Driver comments are grouped based on their topic and ordered by submit date.
- Each comment is evaluated for Positive, Negative, or Neutral sentiment.
- These ratings are averaged and rolled up to the theme itself to allow you to see how drivers feel about various parts of your business.
How does the company follow up with the drivers?
WorkHound operates best when the company follows up with the drivers at least once a week. WorkHound facilitates a weekly message from the office staff to the drivers sharing the top findings from the driver comments that week, the planned actions based on that feedback and explanations about issues that prompted the drivers to share concerns. This message is sent to the driver via email or text message on a weekly basis.
What if we (the company) see a concerning comment from a driver and want to address it directly?
WorkHound has a built in process to address concerning comments. Copy the concerning comment and email firstname.lastname@example.org immediately with the comment. WorkHound will engage the driver that shared the comment and ask if they are comfortable removing their anonymity for that specific comment to speak directly with the company.
If the driver is open to speaking directly with the company, we will inform the company of which driver to get in touch with through your standard channels.
How do the driver referrals work?
In addition to collecting driver feedback, WorkHound helps boost recruiting. When drivers indicate they are having great day (score of 8,9 or 10), they are then encouraged to refer other drivers to join your company. WorkHound prompts driver to share the recruit’s name, phone number and / or email address.
Once submitted, this referral is logged in the WorkHound dashboard where leads can be sent to the recruiting staff. If a new driver is hired, the referring driver should receive the recruiting bonus your company offers.
How Can Drivers Opt Out from receiving messages?
Drivers can opt out from receiving messages by responding “STOP” to any of the WorkHound text messages or by texting, emailing, or calling and requesting to be removed.