Welcome to CTMA

Many organisations invest heavily measuring customer satisfaction.  CTMA helps those who want to improve it.

We help organisations that strive to retain their best customers and employees.  They seek to discover and fix the problems they experience and find out why loyalty may be at risk. more >> What we do 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. How we do it Our consulting and research services help organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve their service to customers. CTMA's customer-driven product and service quality improvement programmes encompass four key organisational strategies: Making it easy for customers to do business Responding to customers Learning from customers Customer-driven innovation and change Our baseline customer satisfaction and loyalty research produces clearly actionable findings that focus on the profitability of good service and the cost of poor service... more >> Our tracking programmes 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 is dedicated to helping organisations identify the problems their customers experience, measure and manage customer satisfaction and loyalty and get bottom-line benefits by improving their service to customers.