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Success stories

We’re proud to have worked with an amazing list of customer-focused organisations in a wide range of different sectors. We aim to build long-term partnerships with our clients, adapting the research programme to ensure it continually evolves to meet the needs of the business.

Here are just a small a number of the clients we've had the pleasure of working with to help them improve their customer experience.

The Large UK Insurer

With over 4 million Motor insurance customers and 2.6 million Home insurance customers this is one of the UK’s largest general insurers. The company’s vision is to create a world where insurance is personal, inclusive and a force for good.

TLF Research has been a research partner conducting touchpoint and journey research across all channels for many years. Data collection is carried out by TLF Research using a blend of phone, email, and SMS customer surveys supported by other ad hoc quantitative and qualitative research projects. TLF Research also provides insight to support the management of third party suppliers.

Surveys are distributed on a daily basis with results being fed into a range of online/offline dashboards and monthly deep dive sessions. Access to data and results is critical to support enquiries from internal stakeholders and ensure TLF Research is a true extension of their customer insight team.

“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.”

The Housing Association

The country’s largest housing association with 125,000 homes nationwide as well as being a leading housing developer. They are also a business for social purpose using their charitable foundation to create opportunities that change people’s lives.

This is a well-established programme that has been running for many years, TLF conducts a quarterly perception tracker and a monthly repair tracker via telephone interviews. With few big wins available to change customer experience the reporting drills down to team level and uses customer experience modelling questions to identify all small opportunities for continuous improvement.

Being a large organisation with many employees, a range of storytelling techniques have been adopted to help drive engagement and ensure that all colleagues and stakeholders hear a consistent message that brings the customer to life. Storytelling examples include Customer story films showing the relationship between colleague and customer and results animations.

The UK Pensions Provider

A leading workplace pension provider in the UK serving 2,600 organisations, 389,000 members, with £13 billion of assets under management is a ‘not for profit’ organisation which is driven by savings and customer satisfaction.

TLF Research has worked with this leading pension provider since 2016 conducting monthly tracking surveys with Employers (B2B) and Members (B2C). Quarterly insight meetings and designed to inform strategy and lead to action planning to improve CX. In addition to event driven transactional surveys with members, we also measure member perceptions and engagement.

Feedback has driven improvements in all calls with customers, has helped train colleagues and led to target setting; they have been rewarded by seeing customer scores increasing.

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