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B2B Key Account Interviews - Our Approach
Key account interviews provide direct access to senior decision makers, uncovering insight that surveys and dashboards a...
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Construction Customer Research - Who to Interview - Download
In this guide we’re looking at customer research in the construction sector and its supply chain, and specifically how y...
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More Tenant Data Please! - Housing Download
Good tenant data isn't just about compliance - it's essential for delivering fair access to services identifying tenants...
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The Index of Consumer Sentiment Quarter 4 2025
The overall Index of Consumer Sentiment has increased to 71.1, the first rise in 2025. This report draws out the most ...
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The Essential Guide to CX Strategy and Implementation - Download
This is the first in our new “essentials” series of downloads. Inspired by our series of webinars, in this guide to CX...
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Early Release - The Index of Consumer Sentiment Q3 2025
This is an early release of the data for the Q3 2025 UK Index of Consumer Sentiment, from TLF Research. The overall In...
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The Index of Consumer Sentiment Quarter 2 2025
The overall Index of Consumer Sentiment has fallen 4.1 points to 70.4, in what now seems to be a significant turn away f...
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The Index of Consumer Sentiment Quarter 1 2025
The latest report draws out the most interesting findings from the Quarter 1 2025 data. The overall Index of Consumer ...
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CX Tools and Templates
Our CX tools and templates have been created to help with some of the biggest challenges we know organisations face when...
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The Index of Consumer Sentiment Quarter 4 2024
Our latest Index of Consumer Sentiment Report covers the last quarter of 2024. The results for the end of 2024 shows se...
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The CX Strategy Canvas
Our CX Strategy canvas is a high level tool designed for you to capture and discuss the essentials that go into building...
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Earned Growth Rate
Earned Growth Rate was introduced by Fred Reichheld as a way to account for the value of customer retention. It’s a simp...
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User Story Template
Customer Personas created without a grounding in research will always be flawed - there will always be perceptions and a...
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Customer Persona Template
Personas are portraits of fictional customers, and their purpose is to help you design experiences that work more reliab...
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Customer Persona Research Template
Customer Personas created without a grounding in research will always be flawed - there will always be perceptions and a...
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Customer Persona Development Template
Personas are grounded (or should be grounded) in research with customers. We develop them bottom-up, based on real custo...
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Doom Loop Template
A Doom Loop refers to the frustrating cycle of interactions (that can sometimes feel endless) when attempting to resolve...
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Customer Journey Mapping Template
This template helps you think about customer goals and map out a range of stages within the customer journey. From the c...
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Behavioural Science for CX Cheat Sheet
The Behaviour Science for CX Cheat Sheet gives you a quick introduction to some key concepts and what these means for th...
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Action Plan Template
To improve customer satisfaction you need to improve the customer experience, and that means doing something differently...
Read more in the cx insights hub
There's even more articles to read from our Customer Insight magazine issues in our CX Insights Hub. All designed to inform, stimulate debate and sometimes to provoke, so get searching!