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CTMA New Zealand Ltd
New Zealand
Member since: 5 October 2011
Profile views: 4068
CTMA is a customer experience 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 (10)
A major industry-wide customer experience study needs your help to find out how well New Zealand customers are being served by their power companies.
613 views
A great opportunity for customers all over New Zealand to have their say about their council’s response to their requests for service.
452 views
A great deal has changed in banking in the ten years since CTMA's first industry-wide customer experience study of New Zealand retail banks. But for New Zealand's banking customers, how much have those changes affected their banking experience? Is banking today better or worse? To find out, and provide New Zealand banking customers the opportunity to voice their views about their bank, CTMA has launched a special ten-year update study of customer experience in retail banking, "My New Zealand Bank 2015".
834 views
A dependable phone and Internet service has become an important part of our family, social and business lives. Now a major industry-wide study is asking New Zealand customers how well they are being served by these important services.
499 views
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.
727 views
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.
1032 views
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!
960 views
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!
848 views
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.
459 views
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.
518 views
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