FIT FLEET: Service Quality Feedback
Most post-service feedback goes unfilled. We designed a structured assessment flow that corporate fleet clients would actually complete — yes/no questions by category, optional detail for those who want it, and nothing more.
The problem
Fleet clients had no way to give feedback after a repair visit. No form, no flow, nothing. The business had no signal on what was actually happening at the service point.
Approach
We mapped the service journey to find where feedback should have happened but didn't. Then cut everything that didn't have a clear owner — if the business couldn't act on the answer, the question didn't make it in.
The work
Two modal screens. Questions grouped by topic — budget and timing on the first, communication and repair quality on the second. Each one is a yes/no.
A free-text field comes first — so clients who don't want to answer structured questions can still leave something. The full yes/no questionnaire can be skipped and filled later; the link stays in the appointment details.
Design decisions
Showing all questions across two screens — rather than one per screen — was deliberate. People want to know how much is left. The category grouping (Budget, Speed, Quality, Communication) keeps it from feeling like a wall of questions.
The binary format was the key call. No rating scales, no thinking required. Just tap and move on.
Outcome
Rolled out to several thousand corporate fleet clients as part of the FIT FLEET platform. First time the business had structured, consistent data on service quality.
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