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.

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we’re specialists in customer experience research & measurement

We specialise in customer experience measurement, research, and insight, and we work hard to make sure that we’re up to speed with the latest thinking in the field. As well as sharing what we know with clients, we publish information in a range of media, from webinars to training courses, to podcasts and our quarterly published Customer Insight magazine.

The Customer Experience Landscape 2022

Free

Every year we look at the trends in society and the economy that are relevant to Customer Experience for the year ahead. To outline the Customer Experience Landscape for 2022, Stephen will look at trends and predictions for: Customer behaviour Changing customer needs The CX hype trends that have strengthened or disappeared Where are we with omnichannel? You can watch this webinar on-demand now. Fill in the short form and you'll get access to the recording straight away.
Watch Webinar

Best Practice Driver Analysis

Free

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many organisations are using statistical techniques which are not really fit for purpose. In this webinar we discuss the weaknesses of commonly used techniques, and show the benefits of state of the art relative importance or structural modelling techniques.
Watch Webinar

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.

“my overall experience of working alongside tlf research is really positive. professional, flexible and a real hands-on approach to understanding our business.”

Robert Hughes
Manager at Direct Line Group

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.

Sign up to our newsletter

Find more in the cx insights hub

There's even more to find within our CX Insights Hub! Designed to inform and stimulate debate and sometimes provoke, our hub is a mix of webinars, reports, news and podcasts, so get searching!

Search the CX insights hub
Previous issues

Customer Insight Magazine Summer 2021

In this issue we explore how organisations are starting to think seriously about what the near future is going to look like. Where will we be working? How will we recruit and train the right people? How will we interact with customers?

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Customer Insight Magazine Autumn 2020

This issue features an in-depth piece from Professor Mark Smith of ContactEngine, who believes that his organisation has found the niche where conversational AI can both improve customer experience and make organisations more efficient.

Download PDF

Customer Insight Magazine Winter 2022

In this issue we have an interview with Andy Wallhead, Chief Executive of the social landlord WDH. Tue Søttrup of Dixa outlines 5 customer service trends for the year. Also in this issue, we've got articles about from Vendigital, digital and self-service approaches, behavioural science, the difference between research findings and insight and much more.

Download PDF

Customer Insight Magazine - Autumn 2019

The clocks have gone back, the leaves are falling and the nights are closing in - Autumn is well and truly here and we’re pleased to bring you the latest issue of Customer Insight Magazine. The year is starting to wind down and we naturally begin to look back on where we've come. Perhaps that explains the reflective nature of this issue's articles?

Download PDF

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.

BENCHMARK THE PROCESS

12 March 2022

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ALEX HIGGINS

Panel Manager
TLF Panel
tom@tlfpanel.com

exploratory research


Qualitative research is about understanding, not measurement. It’s the basis of good customer insight because it allows us to design research programmes that reflect how customers see the world.

Exploratory research is also an essential tool to build the deep empathy for customers that you need for customer experience design

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PREVIOUS ATTENDEES

Below is a selection of companies that have attended our briefings and events.

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Our presenters

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Our presenters

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Directors

Our directors have a wealth of experience in customer research and lead from the front.

  • Jude Nottingham

    Managing Director

  • Nigel Hill

    Chairman and Founder

    • Mark Mccall

      Operations Director

    • Greg Roche

      Client Director

    • Jody Hardman

      Field Director

    • Jo Wainwright

      Quality and Compliance Director

      • Max Lee

        Technology Director

        • Rob Ward

          Creative Director

        • Keith Roberts

          Financial Director