Measure & Track

The heart of customer experience research is a robust measure of how your customers feel. Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviours such as retention, related sales, and referrals.

Tactical surveys are all about actionability. By linking customer attitudes to staff behaviour and internal MI we can help you get control of the customer experience, and make rapid improvements to the experience at particular moments of truth.

Relationship Surveys

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A customer relationship survey is a strategic tool used in most customer satisfaction research programmes. These surveys will show you where you stand in terms of meeting the needs of all customers, and how this contributes to their behaviour.

Event Driven Surveys

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Event driven, or transactional, surveys are a tactical tool to help you optimise the customer experience at particular touchpoints. Many organisations use these on an ongoing basis to guide improvements and measure progress.

Employee Engagement

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Itís a truism that happy customers and engaged employees go together. Most employee surveys are too long, covering areas that donít really matter to people. A good one is an essential measure of the health of your organisation.

Customer Empathy

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How well do your employees understand your customers? Closing the perception gap between staff and customers can be a crucial step in making sure you get the most from your customer research. A customer empathy survey is a quick and easy way to find out where you are.

Panel Research

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Our online research panel gives you access to the views of over 60,000 UK consumers. Whether youíre looking for quick facts and figures, the answer to a specific set of questions or to undertake more in-depth market research the TLF Panel could be what you need.

NPS, CSAT & Customer Effort

NPS, CSAT & Customer Effort

It's important to have customer research metrics that will resonate with the board and deliver actionable insight. There are a range of headline metrics to choose from and we can work with you to indentify the right one(s) for your business. .

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