Customer experience baseline research

By: CTMA New Zealand Ltd  28-Jul-2009
Keywords: Customer Service, Customer Loyalty, Customer Retention

 CTMA’s customer experience baseline research is designed to establish an external measure of customer satisfaction and loyalty and to identify specific areas of poor performance and sources of customer dissatisfaction.  It also identifies key aspects of customer complaint and word-of-mouth behaviour and provides a measure of the organisation’s effectiveness in responding to customers.

The study sets out to identify a set of clearly actionable customer-driven product and service quality improvement opportunities.  These typically include a combination of strategic and tactical issues prioritised in terms of frequency of occurrence and their impact on customer satisfaction and loyalty.

Keywords: Complaints Handling, Customer Loyalty, Customer Retention, Customer Service, Satisfaction Research,

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