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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...
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The CX Strategy Canvas
Our CX Strategy canvas is a high level tool designed for you to capture and discuss the essentials that go into building...
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Earned Growth Rate
Earned Growth Rate was introduced by Fred Reichheld as a way to account for the value of customer retention. It’s a simp...
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User Story Template
Customer Personas created without a grounding in research will always be flawed - there will always be perceptions and a...
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Customer Persona Template
Personas are portraits of fictional customers, and their purpose is to help you design experiences that work more reliab...
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Customer Persona Research Template
Customer Personas created without a grounding in research will always be flawed - there will always be perceptions and a...
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Customer Persona Development Template
Personas are grounded (or should be grounded) in research with customers. We develop them bottom-up, based on real custo...
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Doom Loop Template
A Doom Loop refers to the frustrating cycle of interactions (that can sometimes feel endless) when attempting to resolve...
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Customer Journey Mapping Template
This template helps you think about customer goals and map out a range of stages within the customer journey. From the c...
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Behavioural Science for CX Cheat Sheet
The Behaviour Science for CX Cheat Sheet gives you a quick introduction to some key concepts and what these means for th...
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Action Plan Template
To improve customer satisfaction you need to improve the customer experience, and that means doing something differently...
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Budget Special - The Index of Consumer Sentiment Q4 2024
With pre and post-budget surveys around the announcements made in the 30th October Budget, this report explores how cons...
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Early Release - The Index of Consumer Sentiment Q3 2024
This is an early release of the data for the Q3 2024 UK Index of Consumer Sentiment, from TLF Research. The overall In...
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Housing Deep Dive: Index of Consumer Sentiment
How Social Renters Compare. Since Q4 2022 we have asked people to tell us the nature of their home tenure, and in this s...
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The Index of Consumer Sentiment Quarter 2 2024
Our latest Index of Consumer Sentiment Report covers the second quarter of 2024. Consumer sentiment may still be a fair...
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Customer Journey Mapping Guide
We can help with any or all aspects of your customer journey mapping programme. Such as qualitative or quantitative rese...
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The Index of Consumer Sentiment Quarter 1 2024
Our latest Index of Consumer Sentiment Report covers the first quarter of 2024. Since Q1 2023 we’ve seen a relatively f...
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How To Plan and Conduct a Qualitative Depth Interview
Many people are nervous about how to approach qualitative research. In reality it’s often much easier to do qualitative ...
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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 ...
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The Index of Consumer Sentiment Quarter 4 2023
As we close in on Christmas, we're pleased to share the final Index of Consumer Sentiment Report of 2023. This report d...
Read more in the cx insights hub
There's even more articles to read from our Customer Insight magazine issues in our CX Insights Hub. All designed to inform, stimulate debate and sometimes to provoke, so get searching!