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Media centre

In addition to its client-specific services, CTMA conducts customer service benchmarking and 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.

Helping public and private sector organisations improve their customer relationship strategies

Media contacts:

Paul Linnell
paul.linnell@ctmaworld.com
+64 (0) 21 669 276
CTMA New Zealand Ltd

Media releases

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. more>>

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. more >>

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. more >>

Biographical profile

Paul Linnell - founder and managing director

Paul Linnell is a customer service 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. more>>