CTMA is a service quality improvement firm that provides a range of consulting and customer satisfaction research services to help organisations build loyalty and advocacy by improving service to customers.
CTMA's consulting and research services help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve their service to customers. 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
Products/Services
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Customer Experience Management
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Customer Satisfaction Research
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Customer Satisfaction Tracking
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Customer Service Benchmarking
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Complaint Management
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Customer Service Assessments
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Service Quality Improvement
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Voice of the Customer
