...turning the voice of the customer
 into management actions


From voice of the customer to management action

Building customer loyalty and advocacy through customer excellence

CTMA is a customer experience and service quality improvement firm, working internationally with senior managers and their teams to help them achieve business success, reduce risk and build customer loyalty and advocacy.

We believe that customers are one of the best sources of insight for innovation and business improvement. Our job is to help organisations capture that insight and then turn it into management actions.


  • Financial Services
    Retail banking
    Building customer loyalty and advocacy
    by using customer experience feedback
    for service-quality improvement:

    • Baseline measurement
    • Home loan and credit card applications
    • Issues resolution processes

  • Power Industry
    Electricity and gas retail
    Helping to build customer-driven brands
    by turning customer experience feedback
    into management actions:

    • Baseline measurement
    • Complaints handling monitoring
    • New connections and transfers

  • Local Government
    Managing Service Requests
    A scalable measurement framework
    for managing and improving service
    quality and performance from:

    • Contact centres
    • Request processes
    • Field staff
    • Sub-contractors

  • Local Government
    Consent & inspection services
    Supporting regulatory services by
    tracking service quality and providing
    actionable customer feedback:

    • Resource consents
    • Building consents
    • Inspection services



The “where”, “why”, “what” and “how” of CTMA - the movie


Please click here to request a complimentary Counting the cost of Bad Customer Experiences
copy of our working paper:

 “Counting the Cost of
  Bad Customer Experiences”


Request a copy


Let’s talk - please contact us to schedule some time for an introductory discussion.

Depending on your location and time zone, we can meet in person, or by phone, or via Skype, please let us know.

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Some of the ways we help

  • The CTMA framework for customer-driven value creation can help you turn your customer experience vision into a customer experience reality

  • Our leadership workshops provide a kick-start on the road to customer-driven value creation

  • Our customer experience baseline studies provide a strategic snapshot of your current levels of customer satisfaction, and identify and prioritise the problems customers experience doing business with you

  • Our external assessments and consulting services help to establish transition roadmaps and remedial action plans and provide the drive to bring about positive change

  • Our ongoing tracking programmes provide the tools and insights needed to monitor and manage the service quality of specific customer interactions and processes

  • Our customer feedback channels make it easy for customers to provide feedback, and help organisations learn more from their customers

More...Please click here for more details about ways we can be helping your organisation. 



Organisations hire us because we provide insights about their performance - from their customers’ perspective, and because we help them turn those insights into management actions to make them more successful.

Our services help to drive service quality improvement and customer experience management programmes.

Let’s talk

If there’s a specific customer challenge we can help you with now and you’d like to meet for a discussion, in person, or by phone, or via Skype, please let us know. We would be delighted to learn more and explore ways we can help.

 Please contact us to schedule an introductory talk.

 (Depending on where or when you are, we can meet in person, or by phone, or via Skype, please let us know).

Contact usContact us