Doing best what matters most to customers

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 are specialists in customer research, insight and measurement, we help our clients understand and improve the customer experience.

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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.

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Our Magazine

Published quarterly, Customer Insight is the magazine for anyone interested in building a successful organisation through long-term investment in the customer experience.

Latest Issue

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.

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HOW WE WORK

Satisfaction Index

Net Promoter Score

Completed Web Surveys

Phone Interviews

TLF GEMS NEWSLETTER

Our monthly newsletter shares our favourite Customer Experience, Insight and Service Design highlights, from us at TLF Research.

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Discover more about:
Customer stories

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.

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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.