Doing best what matters most to customers. Helping organisations improve customer experience through the provision of expert research and actionable insight.

We are specialists in customer experience measurement with a proven track record of improving companies’ customer satisfaction, loyalty and value. 

We provide our clients with a range of research and focus on providing first class and actionable customer insight. This enables them to drive change and ROI from their customer research programmes.

Specialising in measuring customers’ satisfaction and loyalty means we have vast experience in: 

All data collection methods (e.g. Tel, F2F, online, IVR, text and postal) 
Reporting (e.g web reporting, dashboards, workshops, board presentations,) 
Benchmarking data  

Clear, relevant and actionable communication of data is key to changing behaviours. We provide: 

Informative, reliable, benchmarkable results (NPS, Satisfaction Index, satisfaction, loyalty & importance scores, customer experience modelling, vox pops)
Compelling commercial reasons why customer loyalty pays (using your internal data to put £s against customer satisfaction) 

We build lasting research partnerships and have experience across all industries. Our client list includes: The Institute of Customer Service, Saint-Gobain, Co-op, LV=, Ovo Energy, Nationwide, Biffa, Direct Line Group, Irish Life and Housing Associations across the UK.

We also run training courses on all aspects of Customer Experience Measurement in London, Manchester & Birmingham.  Courses range from Customer Journey Mapping, Storytelling / Voice of the Customer, Customer Surveys and many more.

Analytics

Consulting

Marketing

Research

Training

TLF Research

This department focuses on maintaining and enhancing client relationships to ensure satisfaction and retention.

Client Management

This department focuses on promoting products and services, conducting market research, and managing marketing strategies.

Marketing Department

This department focuses on analyzing data to provide insights and support decision-making processes.

Data Analysis

This department is responsible for setting the strategic direction and overall vision of the organization.

People (3)

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Other teams

Marketing Department

Data Analysis

Executive Leadership