The true cost of a truck roll extends far beyond the basic expense of dispatching a technician. While some service issues require on-site resolution, unnecessary or poorly executed truck rolls lead to increased costs, longer resolution times, and lower customer satisfaction. Read on to learn how to evaluate whether your truck rolls are costing you more than you think - and how to leverage new tools to become smarter, faster, and more cost effective.
Service Providers, Are Your Truck Rolls Costing You More Than You Think? The Cost of a Truck Roll vs the Cost of the RIGHT Truck Roll
Every truck roll comes with a cost—but are you factoring in the full impact? From labor and vehicle expenses to customer satisfaction and operational efficiency, every unnecessary dispatch can drain resources. But the right truck roll—dispatched at the right time, with the right technician and tools—can actually reduce costs, improve first-time fix rates, and enhance customer experience.
What is a Truck Roll?
A truck roll occurs whenever a technician is dispatched to diagnose and resolve an issue. These visits are essential for installations, repairs, maintenance, and inspections in customer and field service operations.
While truck rolls are sometimes unavoidable, unnecessary dispatches can drive up costs, waste resources, and lower customer satisfaction (NPS scores). The key to optimization is accurate problem diagnosis and guided self-service options—helping to reduce or eliminate avoidable truck rolls.
When a truck roll is necessary, ensuring the right technician arrives equipped with the right tools and knowledge can prevent repeat visits and speed up resolution times.
By leveraging AI-powered insights and real-time data, companies can minimize unnecessary dispatches while ensuring essential truck rolls are faster, more efficient, and cost-effective—leading to higher customer satisfaction and lower operational costs.
What Is the Real Cost of a Truck Roll?
Not all service issues can be solved remotely—some require an on-site visit to resolve problems at the premise, plant, or headend. While reducing truck rolls is important, the right truck roll, at the right time, with the right technician can actually improve efficiency, reduce frustration, and prevent costly repeat visits.
A poorly executed truck roll often leads to multiple visits, increasing costs and extending resolution times. In fact, 25% of service calls require at least one additional visit, typically due to:
According to the 2024 Aquant Benchmark Report, a failed first visit results in an average of 2.7 total visits to resolve the issue, adding up to 13 days to the Mean Time to Resolution (MTTR). This also directly impacts Transactional NPS (TNPS), with customer satisfaction dropping:
Are You Underestimating the Cost of a Truck Roll?
Many service providers estimate a truck roll costs $60 to $150, but when factoring in hidden costs, the true cost is likely over $800 per dispatch. The real cost includes:
When multiplied across hundreds or thousands of dispatches per month, these costs quickly add up.
How Mavsotech Can Help
Mavsotech enables service providers to fast-track critical truck rolls while eliminating avoidable ones. By leveraging data-driven insights, companies can:
✔ Reduce unnecessary truck rolls.
✔ Ensure the right technician is dispatched with the right tools and knowledge.
✔ Improve first-time fix rates and reduce MTTR.
✔ Increase customer satisfaction (NPS scores) and technician efficiency.
With the right tools and AI-powered insights, truck rolls become smarter, faster, and more cost-effective—ensuring that every dispatch is a strategic investment, not an unnecessary expense.
