Like you, customer insight specialist Stephen Hampshire has learned to be wary of the hype.

Should you be changing your measure? Investing in text analytics? Using customer "big data" instead of insight?

Or perhaps the emperor has no clothes?

After 17 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight is largely a question of talking to customers, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Stephen has been with TLF Research for 16 years, and works with leading organisations across sectors to understand and improve their customer experience. Clients include Visa Europe, nPower, RSA, Citibank, Parker Merchanting, RBS, PPG, and SITA.


Stephen Hampshire


Housing Satisfaction expert Chris Elliott has worked with Housing Associations across the UK improving their tenant experience. Developing the Star Survey for many of his clients Chris has helped Housing Associations understand their repairer experience and their complaints process and how they can improve service and save cost.


Chris Elliott


Mark believes the best customer research is actionable and shows a ROI linking to business success. After 20 years working agency side in Customer Research Mark has seen that only actionable insight will help improve customers’ satisfaction and that many companies underestimate the negative impact from disengaged employees delivering customer experiences.

Mark’s research experience covers customer experience and employee engagement surveys for a wide range of clients including:

  • Chelsea Football Club
  • LV=
  • Visa Europe
  • Saint Gobain

Mark McCall


Rachel designs highly effective customer satisfaction and loyalty programmes to get the best insight from time poor customers and hard to reach respondents such as High Net Worth consumers and technical professionals. Removing irritants in the customer experience is of paramount importance to Rachel who would like to see every business quantify the cost saving of managing complaints successfully. Rachel has run customer experience programmes for RBS International, Standard Bank, James Walker and Tata Group.


Rachel Allen


Vicki started at TLF in 2002 after completing a music degree, Vicki has progressed through and held various roles within our Research department, and is now one of our Client Managers.

Vicki enjoys this role, building relationships with her clients and delivering their end to end projects; from understanding their objectives at the outset and designing a suitable programme, to delivering interesting, insightful and actionable research for them to use.

She works with many of our Housing clients;  Clarion Housing Group, Thirteen Group, Salix Homes, Wellingborough Homes and Estuary Housing Association to name but a few and not only in she one of our housing experts, she also enjoys working with a variety of sectors and is currently working with Cambridge University Press and Shell Asset Management Company.

When she isn’t working hard, Vicki very much enjoys eating and drinking and offsets this by running around after her little boy or getting stuck into a session in her local CrossFit box.


Vicki Harris


Greg is Client Director at TLF Research, and is one of the UK’s leading experts in helping organisations to use customer satisfaction surveys to improve the customer experience. He has extensive experience of working with many blue chip Clients across many differing Sectors.

Greg is a frequent speaker at conferences, and he is also a co-host of the TLF Research Gems podcast series.

He is an author of many articles on measuring the customer experience, and Greg is also co-author of 2 recent books

  • ‘Customer Satisfaction Measurement for ISO 9001:2000’
  • ‘Customer Satisfaction – measuring the customer experience through the customer’s eyes’

Greg hosts our annual Client Conference.

Greg joined TLF Research in 1999, where he was General Manager of a Paper Mill. During that time, he guided his company to Investors in People registration (IIP) and was the first paper mill to achieve registration to the ISO 14001 environmental standard. He was heavily involved in the Business Excellence Model (EFQM) and was a North West Quality Award winner.

Greg also has been a member of the Chartered Institute of Management for over 25 years.


Greg Roche

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Taylor Hill Mill, Huddersfield HD4 6JA
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