www.ctmaworld.com

CTMA is a customer experience management and service quality improvement firm that provides a range of consulting and customer satisfaction measurement services to help organisations reduce risk and build loyalty and advocacy by improving their service to customers.

CTMA's consulting and research services help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve customer experience. Its customer-driven product and service quality improvement programmes encompass four key organisational strategies:
• Making it easy for customers to do business
• Improving response to customers
• Learning from customers
• Customer-driven innovation and change
In addition to its client-specific services, CTMA also conducts benchmarking and best-practice studies to help public and private sector organisations develop their customer relationship strategies.

Specialties
service quality improvement, customer satisfaction, satisfaction measurement, market research, customer retention, advocacy, complaint management, customer experience, voice of the customer, customer experience management, customer satisfaction research
CTMA is a customer experience management and service quality improvement firm that provides a range of consulting and customer satisfaction measurement services to help organisations reduce risk and build loyalty and advocacy by improving their service to customers.

CTMA's consulting and research services help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve customer experience. Its customer-driven product and service quality improvement programmes encompass four key organisational strategies:
• Making it easy for customers to do business
• Improving response to customers
• Learning from customers
• Customer-driven innovation and change
In addition to its client-specific services, CTMA also conducts benchmarking and best-practice studies to help public and private sector organisations develop their customer relationship strategies.

Specialties
service quality improvement, customer satisfaction, satisfaction measurement, market research, customer retention, advocacy, complaint management, customer experience, voice of the customer, customer experience management, customer satisfaction research
CTMA is a customer experience management and service quality improvement firm that provides a range of consulting and customer satisfaction measurement services to help organisations reduce risk and build loyalty and advocacy by improving their service to customers.

CTMA's consulting and research services help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve customer experience. Its customer-driven product and service quality improvement programmes encompass four key organisational strategies:
• Making it easy for customers to do business
• Improving response to customers
• Learning from customers
• Customer-driven innovation and change
In addition to its client-specific services, CTMA also conducts benchmarking and best-practice studies to help public and private sector organisations develop their customer relationship strategies.

Specialties
service quality improvement, customer satisfaction, satisfaction measurement, market research, customer retention, advocacy, complaint management, customer experience, voice of the customer, customer experience management, customer satisfaction research
 CTMA is a customer experience management and service quality improvement firm.  It provides a range of consulting and customer satisfaction measurement services to help organisations reduce risk and build loyalty and advocacy by improving their service to customers.

CTMA's consulting and research services help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve customer experience.

Specialities

• Customer experience management
• Service quality improvement
• Customer satisfaction measurement
• Complaint management
• Voice of the customer
• Customer feedback

 

In addition to its client-specific services, CTMA also conducts benchmarking and best-practice studies to help public and private sector organisations develop their customer relationship strategies.

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News (6)

11:00AM
Some New Zealand power companies need to be more "switched on" when responding to customers With power companies actively engaged in customer acquisition campaigns, mainly driven by offers of lower priced energy, a national customer experience study has identified areas of serious customer dissatisfaction that threaten customer retention. 87 views

10:13AM
Last chance for your input into this major study to discover if New Zealand's power companies are "switched-on" to their customers For the past few months, New Zealand electricity and gas customers have been providing valuable input into a major study to discover what "turns them on" and what "turns them off" about their power company. If you are an electricity or gas customer in New Zealand there are still a few days left to add your voice to this important study. 272 views

7:10AM
Are New Zealand's power companies "switched-on" to their customers? With the drive for cheaper power, is the customer still satisfied with the service they receive from their electricity and gas supply company? A major New Zealand study needs your help to find out! 132 views

4:02PM
What's Your Bank Really Like? The banking landscape is undergoing a lot of change, but what's it really like for the customers who use them? A major New Zealand study needs your help to find out! 113 views

2:25PM
Benchmarking Study Points the Way to Savings for Local Government Using a dynamic customer-tuned approach to setting service standards would help local councils optimise resource allocation, minimise costs and achieve the best possible service outcome for customers and council, according to the findings of a recent benchmarking study of New Zealand local councils. 68 views

1:57PM
Council customers are asked for more feedback This week CTMA launches its fifth annual customer experience study of consent and inspection services. Customers who have obtained Resource Consents, Building Consents and Building Inspection services during 2011 are being asked to give feedback about the service they received from their council. 117 views