Customer Research

Who we are

We are TLF, a CX research company that has been designing tailored customer experience and market research programmes for over 20 years. We have a proven track record of improving clients’ customer experience, satisfaction, and loyalty.

We work with customer-focused organisations of all shapes and sizes, conducting both B2C and B2B customer experience research. Our focus is on providing first class and actionable customer insight, enabling them to drive change via customer research services.

Want to send us a brief? Get in touch.

Customer Research Services

If you want to make consistent improvements to your customer experience, then your programme needs four crucial elements. We can help with any or all of those if you’d like us to. Even if you’d prefer to keep parts of the process in house (we don’t mind, honest!), feel free to pick our brains about the best ways to do it Our free webinars are a good place to start.


Qualitative Research

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

Quantitative Research

Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. As a dedicated customer research company, we’ll help you understand how customer satisfaction and attitudes lead to loyalty behaviours such as retention, related sales and referrals.


Plan & Act

Experience Design

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

Creative Communication

It’s important to communicate 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.


How We Work

From qualitative exploratory research and customer journey mapping, to quantitative customer satisfaction surveys, action planning and customer engagement, we’re a customer experience research agency that can help you deliver actionable research aligned with your business objectives.

We work with customer-focused B2B and B2C organisations of all shapes and sizes, in most UK industries, on projects worth anywhere from £3,000 to over a million. We develop relationships that last - we're really proud that nine out of 10 clients have been with us over 10 years.

We know that every research project is different and we've developed a range of solutions to create tailored research programmes. Find out more about how we can help below.

Got a brief in mind? Get in touch.

Find Out More

“What I like about TLF is that they don’t just walk out of the door when they have been paid, they behave like a partner in that they always keep in contact, respond very quickly to ad-hoc requests and always suggest how we can improve.”

TLF Research Client Survey 2022

Courses & Events

As a customer research agency, we’re ideally positioned to offer training courses and events on subjects around customer experience, providing useful tools to give you the knowledge and skills you need. See our upcoming training, events and webinars.


Get in touch

Get in touch to find out more about exploratory research and how we can help you gain an in-depth understanding of your customers today.