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In addition to its client-specific services, CTMA conducts customer service benchmarking andWireless best-practice studies to help public and private sector organisations improve the effectiveness of their customer relationship strategies.  Whilst always maintaining client-confidentiality, industry trends and key findings from some of these studies are made available to the media.

Media releases

Local Government:
A move towards a more actionable approach to measuring and managing service quality

Local councils are emerging from an old paradigm of an “annual residents’ survey”, towards a need for more a cost-effective and actionable approach to measuring and managing service quality.


Electricity and gas supply:
Some New Zealand power companies need to be more “switched on” to customers

With electricity and gas companies actively engaged in customer acquisition campaigns, mainly driven by offers of lower priced energy, CTMA’s national customer experience study has identified areas of serious customer dissatisfaction that threaten customer retention.


Local government:
Benchmarking Study Points the Way to Savings for Local Government

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 local councils in New Zealand.


Building consent and inspection services – improving at some councils

The 2009 national study of New Zealand building consent and inspection services suggests that the investment made by some councils during the past few years to improve service has begun to pay-off. Customer satisfaction is improving, but at some councils more than others.


Benchmarking for better service in New Zealand

CTMA has launched a collaborative benchmarking venture with public and private sector organisations in New Zealand to help establish a comprehensive benchmark of service levels, working practices and customer service strategy.


Building consent processes affecting growth potential

The 2008 national study of New Zealand building consent and inspection services showed that problems experienced by customers with their building consents is impacting regional growth potential.


Biographical profile

Paul Linnell - founder and managing director of CTMAPaul Linnell

Paul Linnell is a customer experience champion with a passion for helping clients achieve business success through customer-driven quality and service improvement. Through a career of more than 20 years, Paul has built-up a set of unique and valuable skills specialising in the design and deployment of customer experience management, service quality improvement, customer service and voice of the customer programmes and assisted more than 30 major companies in Europe, North America, the Middle East and Australasia.



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