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B2C Customer Research
We can help you connect with current and potential consumers to uncover what really matters. Whether it’s understanding needs and priorities, identifying barriers to change, or finding new ways to enhance the customer experience, loyalty, and satisfaction.
We’ve been creating bespoke B2C research with customer-focused organisations of all shapes and sizes for over 25 years. Our focus is on providing first class and actionable customer insight, enabling you to drive change from your customer research programme
If you are looking for a research partner and would like to find out more about our range of services, complete our short online form to speak to our B2C customer research team.
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What we do
As a full service customer research agency, we can help you with every stage of your journey, from planning and research design, to creative communication and taking action.
B2C Research Services
Customer Satisfaction and Loyalty
Customer Closeness
Qualitative / Quantitative Research
Voice of the Customer
Customer Journey Mapping
Focus Groups and Online Communities
Segmentation
Panel Research
Training
Storytelling and Creative Communciation
Customer Research Webinars
Webinar
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Research to Inform CX Strategy
Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, but no one ever takes a step back to look at the broader pic...
Webinar
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5 Ways to... Level Up Your Customer Insight
In this webinar we'll explore five strategies to enhance your understanding of customers. It's not necessarily about using the latest technologies (although that can help), but about getting the right insight in the right place to enable decisions and drive change. On the webina...
Webinar
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Essentials: Customer Satisfaction Measurement
Understand how to measure what matters to your customers. This webinar provides a comprehensive overview of customer satisfaction measurement, including how to select the right things to measure, design effective programmes, and interpret results to inform decision-making. Buil...
Webinar
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How To Interpret Data And What To Do With It
You’ve run a customer survey, or perhaps you’ve been running one for years, and you have lots of data about customer needs, expectations, and attitudes. What now? Using research data well is not simply a matter of running off some mean scores and percentages, and it’s not somethi...
Our Services
Our range of services are here to help you understand and improve your customer's experience.
Explore & Understand
Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.
Measure & Track
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 behaviors such as retention, related sales and referrals.
Plan & Act
We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.
Storytelling & Culture Change
It’s important to communicate to your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.
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How We Work
A client once said that they see us as an extension of their team, and that’s what we aim for. We want to build long-term partnerships with our clients, adapting the research programme to ensure it continually evolves to meet the needs of the business.
9 of our top 10 clients have been with us for over 10 years, and our top 5 clients average over 15 years. According to our most recent client survey, 63% of our clients have seen their own customer satisfaction increase in the previous 12 months. That’s our ultimate measure of success.
You Might Also Be Interested in...
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Online Customer Research Courses
Are you looking to develop your teams' customer research and insight skills? Our online training courses could be ideal. They can be completed indivually, or for larger teams we can run bespoke versions, accompanied by group sessions to reinforce the learning and apply to your or...
Downloads
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CX Tools and Templates
Our CX tools and templates have been created to help with some of the biggest challenges we know organisations face when it comes to using customer insight to drive improvements for customers. From Customer Journey Mapping, User Stories and Personas, to CX Strategy and Action Pl...
Downloads
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The Index of Consumer Sentiment Quarter 1 2025
The latest report draws out the most interesting findings from the Quarter 1 2025 data. The overall Index of Consumer Sentiment has risen 4.0 points to 74.5. In this report we explore the overall and question trends in more detail, how consumer sentiment compares to elsewhere ...
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Newsletter sign up
Subscribe to our newsletter & receive regular updates from the CX Insights Hub. You'll also receive TLF Gems - a monthly collection of interesting articles & opinion pieces from the world CX & customer research.
Get In Touch
Get in touch to discuss your research plans.