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Drivers see telematics as 'enemy'
Page 16
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• by Robin MOMS
An independent survey into user satisfaction levels with telematics systems suggests that managers at around a third of firms, and drivers at over three-quarters have negative perceptions of their systems.
The survey, conducted recently by Steve Carson from the University of Huddersfield, questioned managers at 37 companies about both their own attitudes and those of their drivers, after periods of use ranging from under six months to over two years. Carson's findings show that of the 37 companies surveyed, managers at 12 firms (32%) felt distinctly negative towards their systems overall while drivers at 28 firms—over 75%—also disliked working with them.
Only 15 out of 37 firms (40%) said their expectations for financial savings from such systems had been either met or exceeded, while 13 of those surveyed (35%) revealed that not enough of the non-financial key performance indicators for their systems had been met.
"Many managers discussed the impression given to them by VMS providers, namely that large savings would be made in a short period of time. While some found savings that were acceptable, many found the actual savings were not as favourable as expected," says Carson.
One manager discussed the difference between the proposed and actual figures as 'worlds apart'," he adds.
Additionally, 22 of the firms (nearly 60%) said they had had issues with trade unions or driver groups regarding the use of such systems, and 18—just under 50%—reported instances of driver tampering or vandalism of units.
Carson's study, which set out to evaluate the way users' feelings about such systems change over time, suggests that both management and driver attitudes get worse after a system has been in place for six months.
While management attitudes subsequently rebound after a system has been in use for a couple of years, however, drivers' attitudes just continue to worsen.
"To be honest, I was expecting driver attitudes to improve more than they did. It starts low and just gets lower;" comments Carson.
"A lot of drivers just don't like it, and regardless of the advantages they see it as Big Brother—the enemy."