Training KPIs — RTA Fleet360

Custom Session CSAT · Onsites & Virtuals

Latest Trends — 3 responses · n=3 onsites · YTD avg Q1 3.67 / Q2 4.00 / Q3 3.67

Custom reports gap (Jesse / City of Joliet, May 2026)

Respondent from City of Joliet requested more detailed training on custom reports. Consistent theme across Jesse’s onsites — recommend adding a dedicated custom-reports module to onsite agendas.

New-user orientation gap (Merlin / Spokane Valley Fire, Jan 2026)

New user confused about survey scope and asked which session feedback applied to. Suggests onsite participants need clearer context-setting at session start and a cleaner survey framing for multi-session clients.

Jesse onsites — historical baseline (2026)

Island Transit (Mar) and City of Joliet (May): Q1=4, Q2=4, Q3=4. Concerns addressed proactively. Jesse’s onsite scores remain in aggregate for historical continuity even after the July 1 virtual cutoff.

CSAT · Zoom Surveys

Latest Trends

CSAT trending up through May

Feb–Mar averaged ~4.2–4.4. Apr–May averaged ~4.7+. May sessions (Admin + Mgr/Supv) both scored 4.96+ combined — strongest back-to-back sessions of the year.

Parts CSAT recovering

Feb 17 hit 3.33. Apr 2: perfect 5.00. May 6: 4.50. Trajectory is positive but Parts still trails all other roles overall.

Q2 "Apply" is the persistent gap

Quality and Trainer scores have ticked up over time. Q2 (Confidence to Apply) remains flat at ~4.2. Every trainer, every role — this is a curriculum problem, not delivery.

Where We’re Doing Well

Trainer delivery is the strongest score

Q3 (Trainer clarity) averages 4.64 across all sessions YTD. 11 of 19 sessions scored a perfect 5.0 on Q3 alone.

63%+ of all ratings are 5/5

Of all individual ratings submitted, the majority are perfect 5s. Only ~4% are 1s or 2s — healthy distribution across the board.

Technician role tops every metric

Technician: 4.67 / 4.29 / 4.81 across the three questions. Most-trained role and consistently best performing.

Kevin’s Admin sessions are exceptional

Kevin’s Admin sessions average 4.79+ combined. Multiple respondents have named him by name in comments.

Apr 2 Parts hit a perfect 5.00

Five respondents, all 5/5 on every question. “Merlin is incredible!” Worth a debrief — what specifically went right that session?

Areas to Improve

Q2 "Ability to apply" is the persistent weak spot

~4.2 vs ~4.5 quality / ~4.6 trainer. Every trainer, every role — Q2 is always lowest. Curriculum problem, not delivery.

Parts role lags every other role

Parts: 4.25 / 4.00 / 4.30. Recurring comment: “we’re not using this module yet.” Training is happening too far ahead of deployment.

Tech/system issues hurting scores

Feb 17 “spinning wheel of death,” Mar 3 login problems, Apr 29 broken URL. These hurt scores for reasons unrelated to training quality.

Information density too high

Recurring: “too much information at once,” “overwhelming,” “various levels of training needed.” A multi-level track may be required.

No advanced/refresher path exists

Multiple sessions have explicit asks for tiered tracks. Two distinct requests for “introductory & advanced user training.”

Follow-Up Items

1. Talk to Merlin about Mar 4 Mgr/Supv

“The instructor did not come across confident and was possibly not prepared.” Outlier vs. his usual praise. One-on-one to understand what happened.

2. Investigate Apr 29 URL issue

Attendee couldn’t access the “play” section. Specific and fixable. Confirm with IT what link was sent and where the redirect broke.

3. Audit Parts training timing

Multiple attendees say they’re not using the module yet. Align training closer to deployment, or split into “concepts now / hands-on at go-live.”

4. Pilot a tiered training structure

Two explicit asks for “introductory + advanced” tracks. Start with Admin (Kevin’s strongest role) — pilot a 2-track Admin session this quarter.

5. Address Q2 "Apply" gap directly

Add a hands-on component or follow-up asset (sandbox, practice scenarios, 30-day check-in). Score isn’t moving without a curriculum intervention.

Onsite Pipeline · Win / Loss

Latest Trends

Standard SKU deals losing at high rate

8 of the 12 lost deals in Jan–Mar were 2-day or 3-day Fleet360 packages. The pricing or sales motion on those SKUs needs review.

Active pipeline building

Multiple deals currently in “Creating Quote” and “Quote Sent” stages — new demand is being generated consistently through 2026.

Where We’re Doing Well

Won revenue outpaces lost

Won deals average larger contract values than lost deals. Winning the bigger contracts is the right pattern — protect and replicate it.

Win rate is tracking positively

The pipeline is converting — deals that reach Quote Signed tend to close. The leakage is earlier in the funnel on smaller SKUs.

Areas to Improve

Sales not logging loss reasons

0 of the lost onsite deals have a closed_lost_reason recorded in HubSpot. Until that fills in, “why we lose” is a complete blind spot.

Standard 2- and 3-day SKUs need review

Loss concentration in shorter packages suggests a pricing, scoping, or qualification problem at the front of the funnel for those products.

Follow-Up Items

1. Get sales to log closed_lost_reason

Every lost deal needs a tagged reason in HubSpot. Until this is enforced, there’s no data to act on for loss prevention.

2. Review standard SKU pricing/scoping

With 8+ losses concentrated in 2- and 3-day packages, work with sales to identify whether it’s price, scope mismatch, or a qualification issue upstream.

Trainer Throughput · Virtuals & Onsites

Latest Trends

Kevin’s May output matches April peak

3 virtual sessions in May (16h) plus City of Provo onsite completing Apr 28–30. Consistent high-volume month stacked on top of 4 April virtuals.

Kevin carrying full load across both formats

5 onsites YTD (Kelowna, Dupage County, AWG KC, Flagstaff, Provo) + 13 virtual sessions + 60.5h — meaningful dual-track workload through May.

Merlin data pending calendar access

Merlin’s calendar isn’t yet shared. Virtual session count and hours will populate automatically once access is connected.

Where We’re Doing Well

Kevin sustaining output across all months

No zero months — consistent virtual delivery every month Jan–May with onsites layered on top in Feb, Mar, and Apr.

Trainer assignment tied to availability

Sessions are distributed based on who’s available, not locked to a fixed role split — this is the right model for maximizing throughput.

Areas to Improve

No visibility into Merlin’s throughput yet

Until Merlin’s calendar is shared, his virtual sessions and hours can’t be tracked automatically. Half the team’s output is unmeasured.

Mar virtual count dipped to 1 session

Kevin had only 1 virtual session in March (6h) — likely displaced by the AWG Kansas City onsite week. Worth monitoring if this pattern repeats.

Follow-Up Items

1. Share Merlin’s calendar with Spencer

Once shared, the dashboard and Friday scheduled task will automatically pull his virtual sessions and onsite blocks going forward.

2. Review onsite weeks vs. virtual capacity

When a trainer is on-site for a week, virtual sessions drop. Confirm this is expected or plan coverage for virtual demand during heavy onsite months.

Onsite Slots · 2026 Capacity

Latest Trends

78% of 2026 capacity is locked

36 of 46 total trainer-slots are scheduled. Only 10 open slots remain across Jul–Dec. Capacity — not demand — is the binding constraint for the rest of the year.

June is fully booked

No open trainer-slots in June. Next available month is July. Demand arriving now is 6+ weeks out before it can be accommodated.

Dec has the most remaining capacity

4 of the 10 remaining open slots sit in December. Fall months (Jul–Nov) are nearly fully committed with only 1–2 slots each.

Where We’re Doing Well

Demand is strong and consistent

The pipeline is generating onsite requests at a healthy rate. Filling 78% of a full year’s capacity before June is a good problem to have.

18 onsites completed through May

Solid YTD execution across Kevin, Merlin, and Jesse — 18 customer sites trained in the first 5 months.

Areas to Improve

Capacity will be exhausted before year-end

At the current booking pace, all remaining slots could fill by Q3. No buffer exists for urgent or unanticipated onsite requests in Q4.

No 2027 capacity planning started

There are no availability blocks for 2027 yet. If demand continues, customers will need lead times of 3+ months — planning should start now.

Follow-Up Items

1. Begin 2027 capacity planning

Add trainer availability blocks to the 2027 calendar now. Determine how many onsite weeks Merlin and Kevin can commit to before annual planning closes.

2. Define escalation path for urgent requests

With only 10 slots left, establish a process for handling high-priority or contract-obligated onsites that arrive after capacity is full.

Training KPIs RTA Fleet360 ● Live

Custom Session CSAT · 2026 YTD ● HubSpot Feedback Survey

True CSAT Trend Over Time

Score Distribution — Q1 True CSAT

Confidence Applying (Q3) → Behavior Change (Q5)

Post-Session Averages — Q1 / Q2 / Q3

Q1 / Q2 / Q3 by Trainer

Onsite vs Virtual

Zoom Virtual CSAT · 2026 YTD

CSAT trend over time

Average score by role

Score distribution

Sessions and responses by role

Onsite Pipeline · 2026 YTD Live from HubSpot

Trainer Throughput · 2026 YTD

Monthly Throughput Trend

Onsite Slots · 2026 sourced from toa.rtafleet.org

Available Trainer-Slots by Month (Remaining)

Latest Trends — 3 responses · n=3 onsites · YTD avg Q1 3.67 / Q2 4.00 / Q3 3.67

Latest Trends

Where We’re Doing Well

Areas to Improve

Follow-Up Items

Latest Trends

Where We’re Doing Well

Areas to Improve

Follow-Up Items

Latest Trends

Where We’re Doing Well

Areas to Improve

Follow-Up Items

Latest Trends

Where We’re Doing Well

Areas to Improve

Follow-Up Items