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Doing Best What Matters Most To Customers
As a full service customer research agency we can help you with every stage of your journey, from planning and research design, through to taking action and creative communication. Our role is more than collecting data an delivering insight, find out more about our range of services.
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We're specialists in customer experience research & measurement
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. We work with customer-focused organisations of all shapes and sizes, B2C and B2B. Our focus is on providing first class and actionable customer insight, enabling them to drive change from their customer research programmes.
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.
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.
Latest Issue
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CUSTOMER INSIGHTSpring 2023
In this issue we delve into the complex world of customer relationships in various sectors and more. This issue features a range of articles on how to better understand and engage with customers, from the construction industry to energy suppliers and social landlords.
Latest Articles
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Building A Better Picture of Customers
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From Customer Service to Empathetic Impact
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Do Customers Know Too Much About NPS?
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The Devil's In The Detail
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Tenant Involvement
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Putting the Pieces Back Together
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Book Review: Winning on Purpose
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Closing the Expectation Gap
Training & Events
Get an introduction to key customer experience and research subjects. Here's the latest training courses on offer and upcoming live webinars.
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On-Demand Webinars
We have a range of free 30 minute webinars are designed to give you an introduction to key customer experience and research subjects.
Webinar
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The Flaws of NPS and How to Get the Most Out of it
The Net Promoter Score approach to customer research has strengths, but it also has many weaknesses. Some experts argue that NPS is useless because of these, but it's as big a mistake to dismiss NPS altogether as it is to embrace it unthinkingly. In this webinar we'll look at th...
Webinar
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Closing The Loop
With changing survey and reporting technology it's becoming easier and easier to integrate customer feedback in real time. In this webinar we'll look at best practice ways to use rapid turnaround customer research for performance management, engaging your people with the voice of...
Webinar
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Designing Better Charts and Infographics: Top Tips and Showcase
When it comes to designing better displays of data, there's always more to learn. Staying on top of the statistical knowledge, graphic design skill, and storytelling chops you need to do it well can sometimes seem overwhelming. In this webinar we skip the theory, and cut straight...
Webinar
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Linking Customer Research To Profitability
Customer satisfaction continues to be an essential lead indicator of overall business profitability. In this webinar, we will explore why it’s so important to measure customer satisfaction, and show how customer satisfaction research can give you the insight you need to drive cus...
CX Insights Hub
Designed to inform and stimulate debate and sometimes to provoke, our hub is a mix of webinars, reports, news and podcasts.
Downloads
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The Index of Consumer Sentiment Quarter 4 2022
Download the latest report now. Download the latest report now. In Q4 2022, consumer sentiment has reached its lowest level since 2018, and seems to be on a continuing downward trend. All of us are more worried about our finances and the economy than we have ever been. But we’re ...
Downloads
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The CX Strategy Canvas
Our CX Strategy Canvas is a tool to capture, discuss, and plan your CX Strategy.
News & Opinion
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What is your NPS margin of error?
Net Promoter Score (NPS) is a wildly popular measure, but there's little consensus on how to calculate margins of error around it, and one thing we know for sure is that NPS has much wider margins of error than other headline measures. In this post we'll explain why margins of e...
News & Opinion
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5 Things You Need to Know About Sampling and Statistics
Whether you like it or not, if you're doing research with customers or staff you are relying on the methods of sampling and statistics. These can be pretty scary topics, but we think there's no reason why everyone shouldn't be able to understand the basics. In this post we're go...
TLF GEMS NEWSLETTER
Our monthly newsletter shares our favourite Customer Experience, Insight and Service Design highlights, from us at TLF Research.
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Discover more about:
Customer stories
Bring your customers to life and offer your employees real insight into your customer's thoughts, feelings and interactions with your business. As well as understanding themes which are common across groups of customers, qualitative research is the best way to bring customers to life in vivid detail, understanding their emotions, content and decision-making.
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.