Ongoing customer experience tracking programmes
CTMA’s ongoing customer
experience tracking programmes function as
an operational management tool, looking inwardly to monitor and support the management
and service quality improvement of specific customer processes,
touchpoints and interactions such as those in call centres, financial
services, local government, retail networks, passenger travel,
hospitality etc.
Monitoring satisfaction with service, transactions, relationships and brands, the programmes focus on management outcomes to track and manage performance against key drivers of customer satisfaction and loyalty to reduce the number of problems experienced by customers and to increase re-purchase, brand loyalty and advocacy.
The programmes help managers to:
- Review overall performance
in terms of customer satisfaction and loyalty and manage department-level issues - Identify high and low performing individuals
(CSR, location, branch, route etc.), track performance trends and consider possible external influencing factors - Identify performance strengths and
improvement opportunities
for each individual
(CSR, location, branch, route etc.) and use the results to manage improvement - Develop customer-driven service levels and
response standards
to maximise return on service investment.
CTMA’s tracking programmes are specifically designed to provide management with regular feedback on customer experience. They are immediately actionable, allowing the manager to review the results quickly as part of their routine performance management process and plan remedial actions with minimum effort.
For more information
If you would like to discuss our tracking programmes in more detail, please get in touch so we can schedule a call or a meeting.
