TLF Research is a global specialist in Customer Insight through satisfaction and loyalty research, customer mindset and behaviour.
TLF Research designs and implements effective and efficient customer insight processes that create a sustainable, competitive advantage for your organisation.
We use leading edge analytical techniques and take a rigorous scientific approach that provides you with accurate and clear information. This is achieved, quite simply, because we ask the right questions, ask the right people, get the right answers and draw the right conclusions.
Your customer-driven decision making becomes a great deal easier.
Data collection
CATI telephone interviews
Online surveys
Paper surveys
Face to face depth interviews
Focus groups
VOX Pops
Analysis and reporting
Presentations and workshops
Is your organisation doing best what matters most?
OUR 12 STEP CUSTOMER SATISFACTION RESEARCH PROCESS
We have developed a 12 step process generated over the last 20+ years after working with some of the world’s leading organisations and for over 500 organisations each year. Our directors are all published authors and speakers on Customer Satisfaction and Loyalty Measurement.
Step 1 - Objectives analysis
Meetings with all the stakeholders and customer interfacing staff to confirm the business objectives, identify any issues that may arise, how outputs are to be delivered and the critical time path
Step 2 - Ask the right questions to the right people
This phase is optional but highly recommended. TLF can design a questionnaire using our extensive experience across industry and public sectors and our database of questionnaires
a. Exploratory research via face to face depth interviews or focus groups with customers to identify the requirements of most importance, which forms the basis of the main survey questionnaire design
b. Identify the DMU (decision making unit) of customers to ensure the main survey sample is representative of the business
Step 3 - Identify what matters most to customers
Measure the relative importance of requirements to customers
Step 4 - Identify what drives customer satisfaction and loyalty
Using advanced statistical techniques we identify what impacts most on customer satisfaction and loyalty.
Step 5 - Identify how satisfied or dissatisfied customers are and why
a. Measure customer perceptions and probe the reasons for these perceptions
b. Identify the areas of highest satisfaction and highest dissatisfaction
Step 6 - Identify the level of loyalty customers have to the organisation
Using a number of tried and tested loyalty questions including Net Promoter Score and Customer Effort Score (as applicable) we identify the various levels of loyalty
Step 7 - Identify the satisfaction gaps
Analysis of the relative importance of requirements compared to customer satisfaction provides a clear picture of whether you are doing best what matters most
Step 8 - Satisfaction Index
A Satisfaction Index using our proven theory will be created overall and for any necessary departmental and/or customer segments
Step 9 - Benchmarking
Whether it be against the best in the world or your direct competitor/s we show you how your performance stacks up against over 500 other organisations globally overall and by satisfaction measure
Step 10 - Customer centricity
Are your employees on the same page as customers? By conducting a mirror survey with customer facing employees we identify how customer centric your business actually is and where the gaps exist
Step 11 - Identifying the priorities for improvement
A thorough analysis of all the outcomes clearly highlights where improvement will drive the greatest gain in customer satisfaction and loyalty
Step 12 - Action Plan
We work with you post survey to facilitate action planning workshops to identify quick wins and other business strategies needed to improve your customers’ experience
Let us help your business
TLF Research began over twenty years ago with the purpose of making organisations more successful by providing them with the highest quality methodology for measuring and improving customer satisfaction and employee commitment.
Today, that passion has not wavered. In fact, we are embracing new techniques and new technologies for capturing the most actionable feedback from stakeholders. In the rapidly changing world we live in, TLF prides itself in being on the cutting edge. We specialise in transforming already good organisations into exceptionally high-performing companies in all economic sectors. Call us to discuss how you can take your performance to the next level.
