Many organisations invest heavily measuring customer satisfaction. CTMA has developed customer experience measurement tools, methodologies and feedback systems that help those who want to manage and  improve satisfaction, loyalty and advocacy.

We help organisations that strive to retain their best customers and employees. They seek to discover and fix the problems their customers experience and find out why loyalty and advocacy may be at risk.

A few words about our website:

This website contains a collection of articles, reference materials,  and tools we have developed that relate to the work we do.

If anything here is of interest to you, or if there is something CTMA can do to help make you and your organisation more successful, please get in touch.  You'll be doing us a favour because we'll be interested in you too.  We can easily arrange a time for an initial discussion (or even a casual chat) by phone, by Skype or in person.

What we do (also in a few words):

CTMA is a service quality improvement firm that provides a range of consulting and customer satisfaction research services.  We help organisations build loyalty and advocacy by improving service to customers.

Our customer-driven product and service quality improvement programmes encompass five key organisational strategies:

• Making it easy for customers and staff to do business

• Making it easy for customers to make contact with questions and concerns

• Responding to customers’ questions and concerns

• Learning from customers what you do well and how to improve

• Enabling customer-driven innovation and change

Our customer experience baseline research produces clearly actionable findings that focus on the profitability of good service and the cost of poor service.  It helps organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve their service to customers.

Our tracking programmes and feedback systems support the ongoing management of specific customer processes. They help organisations actively manage customer satisfaction and loyalty upwards by providing service quality visibility at the level of individual staff members, service types, departments or sub-contractors, retail outlets, airline routes or hotel locations.

CTMA's methodologies are dedicated to customer-driven value creation.  They help organisations systematically identify the problems their customers experience, measure and manage customer satisfaction and loyalty and get bottom-line benefits by improving their service to customers.