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Customer Satisfaction Measurement Association™
is an association of companies that conducts benchmarking studies
to identify practices that improve customer satisfaction and the
overall operations of members.
Annual Networking Roundtable
CSMA™ is hosting their annual meeting Florida.
The meeting is an opportunity to meet other Customer Satisfaction
professionals and discuss current issues.
For Details:
(281)440-5044 or
Email us
click here for pdf file
CSMA™
Mission
To identify "Best in Class" business processes, which,
when implemented, will lead member companies to exceptional
performance as perceived by their customers.
CSMA™
Objectives
To conduct benchmarking studies of important business processes
that are related to customer satisfaction.
To create a cooperative environment where full understanding
of the performance and enablers of "best in class"
business processes supporting customer satisfaction can be obtained
and shared at reasonable cost.
To use the efficiency of the association to obtain data on
customer satisfaction and related best practices from companies
inside and outside the CSMA™.
To support the use of benchmarking to facilitate process improvement
and the achievement of superior customer satisfaction.
CSMA™
Membership
Company membership will be considered with respect to compliance
with CSMA™ mission, goals and operating guidelines, as
well as qualification of the organization within the scope of
membership.
Participation in specific efforts will be optional and open
only to members with costs shared by the participants.
Current membership includes:
Acuson Corp.
Alcatel Bell
Aultman Health Foundation
Axtel Telecommunications
BBC Monitoring
Beers Construction Co.
Blue Cross and Blue Shield of SC
BOC Gases Australia Limited
Canada Post Corp.
Canadian Imperial Bank of Commerce
Casing & Tool Manufacturing, CTM
Coats India
Cognizant Technology Solutions
Community Centers of Indianapolis
Confertech Systems, Inc.
Construct Internet Design
Convergys Corporation
Defense Security Service
Department of the Army
Emory University
Energy West, Inc.
Excellence in Missouri Foundation
FDX Corporation
FMC Foret
Frontier
Guardian
Homewood Mountain Resort
Honeywell Ltd.
HRfirst
Hunter Douglas
ICL Retail Systems
Illinois Department of Revenue
INTRIA Items Inc.
Isvor-Fiat S.p.a.
J. T. Mobiles Limited
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James Hardie Australia Pty Limited
Koch Industries
Liberty Check Printers
Maurices, Incorporated
MCI WorldCom
Medical Review of North Carolina
New York Life Insurance Company
Normark Mfg.
Nortel Network
Nowell Mueller & Nowell
Olsten Health Services
Oneida Nation Electronic
Pacific Bell
Payless ShoeSource Inc.
Pitney Bowes Financial Credit
Purolator Courier Ltd.
Rand Afrikaans University
Rockwell Electronic Commerce
Sallie Mae Servicing Corp.
Satyam Computer Services LTD
Shriram Environment & Allied Services
Stafford Quality Management
Steel Authority of India Limited
STERIS Corporation
Susquehanna Health System
Telekom Malaysia Berhad
The Boeing Company
The Hartford
The Toro Company
Toprakbank
Transamerica Real Estate Information Companies
Transtel
Unisys
Volvo Construction Equipment North America, Incorporated
Zurich Canada
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Benefits
of Membership
Studies:
CSMA™ will identify and present to members opportunities
to participate in Benchmarking studies on various topics addressing
issues of importance in the customer satisfaction measurement
area.
There are two types of Benchmarking studies provided:
- Association studies are offered to the membership as a whole with costs divided.
- Single company sponsored studies addressing the interests of one member company can be offered to other selected members for no fee.
The association will also support customer satisfaction measurement
benchmarking efforts:
- Research - Access public and private databases.
- Identify study participants - Top companies in and outside
the association.
- Collect data - Manage response collection with the participants
as a third party.
- Lead site visits - Structured with best participants.
Roundtables:
Interest group roundtables can be organized throughout the
year. Members will pay a nominal fee to join real and virtual
roundtable discussions that address specific issues.
To find out more information:
Call (281) 440-5044 or
e-mail us
To become a member of CSMA™, click below.
On-Line
sign up application
CSMA™ Members Only
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