By Amy Richman
InsideTRAX, Fall 2006

Accurate and immediate customer feedback can be elusive, but with ScanTRAX®, it need not be difficult to obtain. ScanTRAX® survey cards bring the customer’s viewpoint directly to you in a nice neat package.

For Richard Mootz, Area Fixed Operations Manager of the DCH Auto Group, ScanTRAX® was a blessing.

Mootz first realized he needed a fast, efficient way to survey customers several years ago while Parts & Service Director at Freehold Toyota. Back then, his staff made in-house CSI follow-up calls to warranty customers. But as the service department grew, the manufacturer began requiring feedback from customer-pay as well as warranty customers. He realized in-house calls were simply inadequate for their needs, “Our call volume went from 300 calls to 2800 and we couldn’t handle the staffing. We needed something that wasn’t going to be burdensome and could grow with us.” Mootz began a search for a new product that would save time and eliminate the unpredictability of trying to reach busy customers after the fact. The product he envisioned included a postage-paid survey card attached to a hang tag, so that each customer leaving the service bay would have a survey in-hand that same day. “I had already begun working with a local printer and the Post Office to get [the cards] going. What I didn’t have, though, was an easy way to track the scores on the returned cards,” he says. Just before completing his pursuit, Mootz discovered ScanTRAX®. “Lo and behold, there it was!” he says, “It had everything I wanted, including the reports.”