Doing Best What Matters Most to Customers
As a full service customer research agency we can help you with every stage of your journey, from planning and research design, through to taking action and creative communication. Our role is more than collecting data an delivering insight, find out more about our range of services.Find out more
We're specialists in customer experience research & measurement
We’ve been designing bespoke research programmes for over 20 years, and have a proven track record of improving clients’ customer experience, satisfaction, and loyalty. We work with customer-focused organisations of all shapes and sizes, B2C and B2B. Our focus is on providing first class and actionable customer insight, enabling them to drive change from their customer research programmes.
Our range of services are here to help you understand and improve your customer's experience.
Explore & Understand
Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.
Measure & Track
Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviors such as retention, related sales and referrals.
Plan & Act
We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.
Storytelling & Culture Change
It’s important to communicate to your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.
Published quarterly, Customer Insight is the magazine for anyone interested in building a successful organisation through long-term investment in the customer experience.
CUSTOMER INSIGHTWINTER 2021/22
In this issue we have an interview with Andy Wallhead, who took over as Chief Executive of the social landlord WDH shortly before the pandemic. We really enjoyed talking to Andy, who is one of the few people we’ve met in a leadership role who really gets the idea that, to quote Seth Godin, “there’s no such thing as an unreasonable customer”.
We’re still on the lookout for solid guidance about what 2022 is going to look like from a customer experience point of view, and Tue Søttrup of Dixa outlines 5 customer service trends for the year. We also hear from Jeff Kennelly from Vendigital, who summarises some of their research that stresses the importance of building relationships with customers (something which is never going to go out of fashion).
Also in this issue, we've got articles about the leap towards digital and self-service approaches, behavioural science, a review of a fascinating new book about ownership, the difference between research findings and insight and much more.
WDH: Much More Than Bricks and Mortar
Insight Means Cause and Effect
5 Customer Service Trends that will Matter in 2022
ContactEngine: Think Smarter not Harder
Book Review: Mine!
Are the Customers Now the Workers?
Pursuing Growth in a Post-Covid Era
How to Walk the Customer Experience Tightrope
HOW WE WORK
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Training & Events
Get an introduction to key customer experience and research subjects. Here's the latest training courses on offer and upcoming live webinars.
Action Planning From Customer Insight - Interactive Course- 03/10/2022
We have a range of free 30 minute webinars are designed to give you an introduction to key customer experience and research subjects.
User Stories And Customer Journey Mapping
This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...
Understanding Customer Loyalty - Attitudes, Behaviour, and Value
Customer loyalty is fundamental to our vision of how to build long term sustainable businesses, grounded in what we call a "loyalty strategy". In simple terms, that means finding and keeping the right customers. But "loyalty" is a curiously slippery word, often meaning different...
Designing Better Charts and Infographics: Top Tips and Showcase
When it comes to designing better displays of data, there's always more to learn. Staying on top of the statistical knowledge, graphic design skill, and storytelling chops you need to do it well can sometimes seem overwhelming. In this webinar we skip the theory, and cut straight...
Linking Customer Research To Profitability
Customer satisfaction continues to be an essential lead indicator of overall business profitability. In this webinar, we will explore why it’s so important to measure customer satisfaction, and show how customer satisfaction research can give you the insight you need to drive cus...
CX Insights Hub
Designed to inform and stimulate debate and sometimes to provoke, our hub is a mix of webinars, reports, news and podcasts.
News & Opinion
UK Consumer Sentiment Stable, But Low
UK consumer sentiment has stabilised at a low level, with important differences by customer demographics. Who are your customers, and how will they behave?
News & Opinion
Are you falling into the all or nothing trap?
When it comes to the customer experience, we often decide that if we can’t do exactly what the customer wants us to do then there’s no point doing anything - this is the "all or nothing" trap. How can you avoid it?
News & Opinion
Telling your research story - 5 questions you need to ask yourself
In this article TLF Research Client Manager Stephen Hampshire shares his thoughts on storytelling in customer research. The word “storytelling” may be the most abused buzzword in the research industry and, let me tell you, that is a competitive field.
A CX Research Reading List
We're often asked for recommendations on books about research and insight. Here are 12 that we think are great (and yes, we wrote 2 of them!).
Discover more about:
Bring your customers to life and offer your employees real insight into your customer's thoughts, feelings and interactions with your business. As well as understanding themes which are common across groups of customers, qualitative research is the best way to bring customers to life in vivid detail, understanding their emotions, content and decision-making.
Send us a brief
We'd love to discuss your customer research with you. We can help you with every stage of your journey so drop us a message and a member of our team will get back to you.