Customer Research

Who we are

We are TLF, a CX research company that has been designing tailored customer experience and market research programmes for over 20 years. We have a proven track record of improving clients’ customer experience, satisfaction, and loyalty.

We work with customer-focused organisations of all shapes and sizes, conducting both B2C and B2B customer experience research. Our focus is on providing first class and actionable customer insight, enabling them to drive change via customer research services.

If your looking for impactful insight to feed in CX, marketing or employee engagement planning, we've got a solution to help. Find out more about our services below or visit the CX Insights Hub to find lots of useful resources.

Want to send us a brief? Get in touch .

EXPLORE & UNDERSTAND

Qualitative Research

Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.

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Measure & Track

Quantitative Research

Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. As a dedicated customer research company, we’ll help you understand how customer satisfaction and attitudes lead to loyalty behaviours such as retention, related sales and referrals.

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Plan & Act

Experience Design

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.

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Storytelling & Culture Change

Creative Communication

It’s important to communicate 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

From qualitative exploratory research and customer journey mapping, to quantitative customer satisfaction surveys, action planning and customer engagement, we’re a customer experience research agency that can help you deliver actionable research aligned with your business objectives.

We work with customer-focused B2B and B2C organisations of all shapes and sizes, in most UK industries, on projects worth anywhere from £3,000 to over a million. We develop relationships that last - we're really proud that nine out of 10 clients have been with us over 10 years.

We know that every research project is different and we've developed a range of solutions to create tailored research programmes. Find out more about how we can help below.

Got a brief in mind? Get in touch.

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“What I like about TLF is that they don’t just walk out of the door when they have been paid, they behave like a partner in that they always keep in contact, respond very quickly to ad-hoc requests and always suggest how we can improve.”
TLF Research Client Survey 2022

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Training & Events

We’re specialists in understanding customers and we’re passionate about sharing our knowledge to help organisations deliver first class customer experiences. Our training and events can help you develop your knowledge and skills on a wide range of customer research and insight su...

Customer Insight Magazine

Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!

On Demand Webinars

Over the last 5 years we’ve delivered hundreds of free to attend webinars to thousands of delegates. The webinars cover a wide range of customer experience and research related subjects, . Our on-demand webinars are the recordings from some of the most popular subjects.

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