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We help
organisations who wish to build a self-sustaining,
customer-driven business model that strives to optimise
customer satisfaction and loyalty.
Finding
opportunities:
Customer service
assessment
CTMA's customer service assessments provide a strategic
external view of an organisation's current customer service
practices, its strengths and opportunities for improvement.
An assessment examines customer interaction in four key
groups of business activity:
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Doing the Business
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Responding to Customers
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Learning from Customers
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Innovation and Change.
The assessment is typically conducted through a series of
site visits and interviews with a cross-section of staff and
management. Following these meetings we present our
findings to senior management, together with a set of
specific recommendations.
The assessment is sometimes
conducted in parallel with a CTMA customer satisfaction and
loyalty baseline research study. The quantitative findings
from the study can often compliment and arm the assessment
with customer-driven economic imperatives.
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