News & Opinion

From tips and tricks to thoughts on topical events, this is where you’ll find our latest thoughts.

News & Opinion

Are you falling into the all or nothing trap?

When it comes to the customer experience, we often decide that if we can’t do exactly what the customer wants us to do t...

News & Opinion

UK Consumer Sentiment Plummets

UK consumer sentiment dropped by a shocking 14 points between January and April, nearly as big a drop as caused by the p...

News & Opinion

Telling your research story - 5 questions you need to ask yourself

In this article TLF Research Client Manager Stephen Hampshire shares his thoughts on storytelling in customer research. ...

News & Opinion

You can't over-communicate

These are the four parts that any customer experience improvement programme needs: Understand & Explore, Measure & Track...

News & Opinion

Why you can't measure engagement until you define it

There's a curious paradox about employee engagement: of all the psychological measures we use in business it's one of th...

News & Opinion

UKCSI January 2022

The UKCSI is an independent, national benchmark of customer satisfaction published each January and July across 13 secto...

News & Opinion

Do customers know too much about NPS?

Our panel research shows that 10% of customers change the score they give because they know how NPS works.

News & Opinion

Five ways to improve the customer experience

We measure customer satisfaction so that we can find ways to improve the customer experience, but many organisations str...

News & Opinion

Ask us Anything - Live Zoom Session - Questions and Answers

We enjoyed our live Zoom question and answer session on 2nd November 2021. Here is a selection of the answers to the que...

News & Opinion

Our Client Survey Results 2021

It would be pretty strange if we didn’t survey our own customers, wouldn’t it? Every year we ask for their feedback on h...

News & Opinion

What your event-driven research is missing: the strategic view

Event driven research can sometimes result in customer research being seen as a tactical measure, rather than a strategi...

News & Opinion

Why National Customer Service Week Matters

Today is day 3 of National Customer Service Week (NCSW), which is our annual chance to focus on the importance of custom...

News & Opinion

Qual in the time of Coronavirus

It's never been more vital to make sure that you understand your customers. As researchers, when we want to find out how...

News & Opinion

UK Consumer Sentiment - Latest Results

Since October 2018 we’re been using our panel to track 3 key measures of consumer confidence and we're really pleased to...

News & Opinion

The hidden world of ownership design

Do you recline your seat on a plane during short-haul flights? What's interesting about this question is that it splits ...

News & Opinion

Customer relationships post-Covid

Customer relationships have come under strain over the past couple of years from both Covid-19 and Brexit. This report r...

News & Opinion

Benchmark The Process

Top performing sportspeople often talk about the importance of focusing on the process, not the outcome.

News & Opinion

Thinking clearly about confidence intervals

All survey statistics come with a degree of uncertainty, which we normally call their confidence interval or margin of e...

News & Opinion

Understanding financial implications of customer service

A guest article from Don Hales on his experiences as the chairman of judges for the National Customer Service awards. Do...

News & Opinion

Savings and Investments Product Infographic

If you have a range of products, or different services aimed at specific audiences, infographics can be used to segment ...

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!

Search the CX insights hub