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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.

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we’re specialists in customer experience research & measurement

We specialise in customer experience measurement, research, and insight, and we work hard to make sure that we’re up to speed with the latest thinking in the field. As well as sharing what we know with clients, we publish information in a range of media, from webinars to training courses, to podcasts and our quarterly published Customer Insight magazine.

The Customer Experience Landscape 2022

Free

Every year we look at the trends in society and the economy that are relevant to Customer Experience for the year ahead. To outline the Customer Experience Landscape for 2022, Stephen will look at trends and predictions for: Customer behaviour Changing customer needs The CX hype trends that have strengthened or disappeared Where are we with omnichannel? You can watch this webinar on-demand now. Fill in the short form and you'll get access to the recording straight away.

Watch Webinar

Best Practice Driver Analysis

Free

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many organisations are using statistical techniques which are not really fit for purpose. In this webinar we discuss the weaknesses of commonly used techniques, and show the benefits of state of the art relative importance or structural modelling techniques.

Watch Webinar

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.

SEE THE magazine

Latest Issue

CUSTOMER INSIGHTSUMMER 2021

In this issue we explore how organisations are starting to think seriously about what the near future is going to look like. Where will we be working? How will we recruit and train the right people? How will we interact with customers?

Download pdf

“my overall experience of working alongside tlf research is really positive. professional, flexible and a real hands-on approach to understanding our business.”
Robert Hughes
Manager at Direct Line Group

training & events

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Webinar

User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of...

HOW WE WORK

Satisfaction Index

Net Promoter Score

Completed Web Surveys

Phone Interviews

See how we work

TLF GEMS NEWSLETTER

Our monthly newsletter shares our favourite Customer Experience, Insight and Service Design highlights, from us at TLF Research.

Find more in the cx insights hub

There's even more to find within our CX Insights Hub! Designed to inform and stimulate debate and sometimes provoke, our hub is a mix of webinars, reports, news and podcasts, so get searching!

Search the CX insights hub

CX Insights hubs

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See the CX Insights Hub

Book Review

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!).

Book Review

Artificial Unintelligence

It’s almost impossible to reconcile the state of AI as depicted in the media and the reality of AI that you encounter in the real world, isn’t it? On the one hand we seem to be just a few years from AI general intelligence that will outperform humans in every way. On the other, I...

Book Review

Black Box Thinking

Who are Black Box Thinkers? Whether they’re developing a new product, honing a core skill or just trying to get a critical decision right, what all Black Box Thinkers have in common is that they aren’t afraid to face up to mistakes. In fact, they see failure as the best way to le...

Book Review

A World Without Email

Cal Newport has gained quite a following as a guru in the world of personal productivity with his previous books So Good They Can’t Ignore You, Digital Minimalism and Deep Work, all of which are useful and thought-provoking. In A World Without Email his thinking takes a step up f...

Previous issues

Customer Insight Magazine Summer 2021

Download PDF

Customer Insight Magazine Autumn 2020

This issue features an in-depth piece from Professor Mark Smith of ContactEngine, who believes that his organisation has found the niche where conversational AI can both improve customer experience and make organisations more efficient.

Download PDF

Customer Insight Magazine Winter 2022

In this issue we have an interview with Andy Wallhead, Chief Executive of the social landlord WDH. Tue Søttrup of Dixa outlines 5 customer service trends for the year. Also in this issue, we've got articles about from Vendigital, digital and self-service approaches, behavioural science, the difference between research findings and insight and much more.

Download PDF

Customer Insight Magazine - Autumn 2019

The clocks have gone back, the leaves are falling and the nights are closing in - Autumn is well and truly here and we’re pleased to bring you the latest issue of Customer Insight Magazine. The year is starting to wind down and we naturally begin to look back on where we've come. Perhaps that explains the reflective nature of this issue's articles?

Download PDF

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.

Get in touch

Related Insight

Magazine

Segmentation: What's the Point?

What is the point of segmentation? Nigel explains the history of attempts to classify customers and why they matter.

Magazine

Sporting Heritage

We may have missed an Olympics, but Tom is here to share some research about the legacy of sporting events.

Magazine

Service with Respect

Jo Causon of the Institute of Customer Service outlines her ambitions for the Service with Respect campaign.

Magazine

Doing What Really Matters

How do you keep people engaged when they’re not in the office? A challenge for all of us, and one which Covéa have met w...

BENCHMARK THE PROCESS

12 March 2022

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ALEX HIGGINS

Panel Manager

TLF Panel

tom@tlfpanel.com

exploratory research

Qualitative research is about understanding, not measurement. It’s the basis of good customer insight because it allows us to design research programmes that reflect how customers see the world.

Exploratory research is also an essential tool to build the deep empathy for customers that you need for customer experience design

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PREVIOUS ATTENDEES

Below is a selection of companies that have attended our briefings and events.

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Our presenters

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Mark Mccall
Operations Director
- LinkedIn
Rachel Allen
Client Manager
- LinkedIn
Vicki Harris
Client Manager
- LinkedIn
Greg Roche
Client Director
- LinkedIn
Nigel Hill
Chairman and Founder
Stephen Hampshire
Client Manager
- Twitter
- LinkedIn

Our presenters

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Directors

Our directors have a wealth of experience in customer research and lead from the front.

Jude Nottingham
Managing Director
- LinkedIn
Nigel Hill
Chairman and Founder
Mark Mccall
Operations Director
- LinkedIn
Greg Roche
Client Director
- LinkedIn
Jody Hardman
Field Director
- LinkedIn
Jo Wainwright
Quality and Compliance Director
Max Lee
Technology Director
Rob Ward
Creative Director
- LinkedIn
Keith Roberts
Financial Director
- LinkedIn

Stephen Hampshire
Client Manager
- Twitter
- LinkedIn
Debs Binks
Client Manager
- LinkedIn
Sarah Stainthorpe
Client Manager
- LinkedIn
Rachel Allen
Client Manager
- LinkedIn
Iain Law
Client Manager
- LinkedIn
Vicki Harris
Client Manager
- LinkedIn
Fran Clixby
Client Manager
- LinkedIn

Claire Ruck
Research Operations Manager
Emma Halstead
Insight Manager
Daniel Magan
Research Manager
- LinkedIn
Tom Kiralfy
Panel Manager
- LinkedIn
Laura Jegorova
Research Manager
- LinkedIn
Matthew Cleminson
Data Manager
- LinkedIn
Jessica Thorpe
Senior Research Analyst
- LinkedIn
Cora Burns
Research Analyst
- LinkedIn
Shaunna Jennings
Research Analyst
Francesca Ward
Insight and Training Manager
- LinkedIn
Emily Millen
Insight & Development Manager
- LinkedIn
Puneeth Vadlamudi
Data Analyst
Nienke Lijzenga
Senior Data Analyst
George Matthews
Senior Research Analyst
Haydn Huston
Senior Data Analyst
Elliott Godfrey-Clark
Research Analyst
- LinkedIn
Jasmine Howell
Research Analyst
Hayley Butler
Research Analyst
Lucy Rayner
Researcher

Adele Dinnen
Field Manager
Denise Hodgson
Field Manager
Simon Haywood
CATI Manager
Hayley Baldry
Field Team Leader
Tom Broad
Field Team Leader

Rob Egan
Senior Designer
Becka Crozier
Senior Designer
- LinkedIn
Jordan Gillespie
Senior Designer
- LinkedIn

Andrew Battye
Senior Web Developer
- LinkedIn
Mark Stubbs
Senior Web Developer
Paul Smith
Web Developer (Front End)
Kevin Brownhill
Data Warehouse Developer
- LinkedIn
Cameron Smith
Digital Operations Coordinator
- LinkedIn

Richard Crowther
Marketing Manager
- LinkedIn
Cora Brosnan
Marketing Assistant
- LinkedIn

Get intouch

We’d love to dicuss your customer research with you. Send us a message using the form and we’ll be in touch with you, as soon as possible.

TLF Research,

Taylor Mill Hill, Huddersfield

HD4 6JA

UNITED KINGDOM

T:01484 123456

E:uk@leadershipfactor.com

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: tlf research (France)
The Leadership Factor (FRANCE)
7 Rue Clement Ader,
F 73100 Aix les Bains, FRANCE
T: 123456789E: jason@jason.com
tlf research (USA)
The Leadership Factor (USA)
60 Carlson Road, Suite 6,
Rochester, New York 14610 USA
T: [585] 370-1038E: info@tlfresearch.us
tlf research (Australia)
3/18-20 Cliff St
New South Wales 2095 Australia
T: +61 (0)2 9977 2570E: operations@leadershipfactor.com.au
tlf research (Spain)
Calle Academos, 4 - Izquierda
28042 Madrid
T: +34 687 460 437E: spain@leadershipfactor.com