Web-based survey software from Inquisite, a division of Catapult Systems Corp., lets Wheels track the satisfaction of tens of thousands of drivers far less expensively and much more quickly than it once did. It used to take two months or longer to turn around the results of mailed surveys. Now Wheels can keep real-time tabs on results and compile final results in just a couple of weeks, says Joe Gnorski, market research analyst for Wheels. That way the company loses no time taking steps to ensure that its service network is operating efficiently, he says. "We're operating in a competitive field, and we need to keep our finger on the pulse of the end user," Gnorski says.
The software paid for itself in six months by cutting printing and mailing costs. Yearly software-renewal costs, Gnorski says, are equivalent to the cost of one paper survey.