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.
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.
EXPLORE & UNDERSTANDQualitative 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.FIND OUT MORE
Measure & TrackQuantitative 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.FIND OUT MORE
Plan & ActExperience 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.FIND OUT MORE
Storytelling & Culture ChangeCreative 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.FIND OUT MORE
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.
“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.”
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