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
