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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.
The Customer Experience Landscape 2025 - CX Trends Webinar
Free
Each year we give an update on latest thinking in Customer Experience and Insight.
What are the trends you need to be aware of? We'll break down what's happening, arm you with facts and figures to support your strategy, and offer recommendations for what to prioritise in the year ahead.
In this year's update, we'll cover...
Customer behaviour and expectations
AI: is 2025 the year the bubble bursts, the year it reaches the next level, or somehow both?
Where is segmentation in 2025?
Is mass personalisation really the answer?
The links between CX and sustainability
Join us on Wednesday 29th January at 11am for this free 30 minute webinar.
Register for your place now.
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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Upcoming Live 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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Essentials: CX Strategy & Implementation
What are the essential elements of an effective CX Strategy, and how do you go about putting them into practice? This webinar explores how to align your CX vision with organisational goals, build cross-functional buy-in, and implement initiatives that deliver measurable value. ...
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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Essentials: The Lens of the Customer
Shift your perspective to see through the eyes of your customers. This webinar dives into techniques for understanding customers better, mapping customer journeys, identifying pain points, and uncovering unmet needs. Learn how to gather qualitative insights that empower your or...
Webinar
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Essentials: Survey & Questionnaire Design
Master the art and science of survey creation. This webinar reviews best practice for writing clear, unbiased questions, structuring a logical flow, and boosting response rates. Explore how to ground your survey design in research and business objectives, ensuring you capture a...
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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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...
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Your Customer Survey Book
This is a book about making the most of your customer survey. Customer research is ubiquitous now, but much of it is a tick-box exercise focused on reporting a score.
Downloads
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How To Guides
Our 'How To...' guides cover a range of customer research subjects and aim to give you a practical guide to using tools and techniques that will help you understand your customers. Search the guides below to download a PDF copy. We'll be creating new guides on a regular basis, s...
Book Review
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A CX Research Reading List
We're often asked for recommendations on books about research and insight. Here are 12 that we think are great (and yes, we wrote 2 of them!).
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.