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Customer Research Agency
Who we are
We are TLF Research and we've been designing tailored customer experience and market research programmes for over 20 years with 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.
Want to send us a brief? Get in touch.
customer research services
If you want to make consistent improvements to your customer experience, then your programme needs four crucial elements. We can help with any or all of those if you’d like us to. Even if you’d prefer to keep parts of the process in house (we don’t mind, honest!), feel free to pick our brains about the best ways to it. Our free webinars are a good place to start.
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.
How we work
From qualitative exploratory research and customer journey mapping, to quantitative customer satisfaction surveys, action planning and customer engagement, we'll 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 9 out of top 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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Courses and events
We offer training courses & events on subjects around customer experience. Useful tools to give you the knowledge and skills you need. See our upcoming events below.
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EXPLORE & UNDERSTAND
Qualitative ResearchGood customer research means looking at the experience the way customers see it. We use qualitative techniques to get close to customers so that we can understand their thoughts, feelings, and decisions. Exploratory research will make sure your survey is measuring the right things.
FIND OUT MOREGet in touch