CUSTOMER RESEARCH

TLF Research specialises in conducting customer experience research.

Since 1996 we have managed hundreds of customer surveys across all sectors. Our experience means we can make clear recommendations to our client of how to carry out high quality customer research to help improve customer loyalty.

TLF holds two ISO standards and is externally audited every year. We have ISO 9001 which documents our quality system and ISO 27001 which documents our Information Security system and procedures.

We collect customer feedback using databases supplied by our clients and all data collection is managed in house via our telephone unit or using our own survey software.

We also provide an opportunity for our clients to learn from each other at TLF Research’s annual client conference where we share the best ways to improve customers’ satisfaction and loyalty.

“BEING THE VOICE OF THE CUSTOMER, DELIVERY HIGH QUALITY, INSIGHTFUL RESEARCH IN A COST EFFECTIVE MANNER"

CLIENT SECTORS

B2B Client sector
insurance Client sector
Housing Client sector

Our clients

Institute of Customer Service
Johnsons Apparelmaster
Northgate Vehicle Hire
Irish Life
Affinity Sutton
Nationwide Insurance
Direct Line Group
LV Insurance

WHAT OUR CLIENTS SAY ABOUT US

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Quality of Telephone Interviewing
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Credibility of our methodology
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Expertise of our Client Managers
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Ease of doing business with TLF

CLIENT SATISFACTION

Our Client Satisfaction Index shows how satisfied overall our clients are with all aspects of TLF Research. We are pleased to say that we have increase clients’ satisfaction each year for the last three years.
2016:
2015:
2014:

A message from our manager

My name is Jody Hardman and for the last 10 years I have been the Telephone Research Centre Manager here at TLF and during this time I have seen both the company and the department grow to meet the needs of both our clients and staff. As you will have seen we conduct Customer Satisfaction for many blue chip organisations, you have read why our clients like working with us, and what the research means to their organisations. You have met the Telephone Unit Management team and seen testimonials from some of our interviewing team about working at TLF, so if you like what you have seen so far and you feel you have the skills and qualities that we are looking for, why not apply today.
Jody Hardman

EACH YEAR WE COMPLETE:

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Telephone Interviews
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Reports & Presentations
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Online Surveys
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Appraisals & reviews

SKILLS OF AN INTERVIEWER

So, what do you need to be a good Telephone Interviewer?
Friendly voice:
Attention to detail:
Good listener:
Patience:
Adaptability:

MEET THE TEAM

JODY HARDMAN

JODY HARDMAN

Telephone Research Centre Manager

My name is Jody Hardman and for the last 10 years I have been the Telephone Research Centre Manager here at TLF and during this time I have seen both the company and the department grow to meet the needs of both our clients (more…)

DENISE HODGSON

DENISE HODGSON

Quality & Training Manager

Hi, my name’s Denise Hodgson and I’m the Quality and Training Manager in the telephone unit. I’ve been part of TLF now for 17 years seeing both the company and the telephone unit grow, building long-term relationships (more…)

SIMON HAYWOOD

SIMON HAYWOOD

Project Co-ordinator

My name is Simon, and I’ve worked at TLF for around 10 years. My role is varied as I carry out several jobs. I project manage all our worldwide foreign language interviews that are carried out on our behalf at 3rd party research (more…)

SEE MORE OF THE TEAM

WHAT OUR STAFF SAY

My time at TLF has been excellent. The two years I have been here employees and management have made me feel welcome and at ease. The hours whilst being at university are flexible and convenient. Not only will it look good on my cv but it will improve my communication and interpersonal skills. Working at TLF has made me feel part of a family. The Oscars is something not to be missed

I’ve been working at TLF for seven months after moving up from London for University and they have made me feel at home. With shifts revolving around my studies and it being a 15 minute walk from town. It’s the perfect part time job. It has helped me meet many new people and to make friends with the work experience looking perfect on my CV and putting some cash in my pocket.

I have worked at TLF for nearly three years and it has been a pleasure. The management team are very welcoming and the working environment is extremely friendly. This has made it an exceedingly enjoyable experience. When I started I was very optimistic as to what the Company could offer me in terms of the hours I could work. I have found that I could fit my studies around my working hours flexibly and that when I am on holiday from Uni I could often work extra shifts. Full training is provided so I did not have to worry as to how to conduct successful interviews across a wide range of versatile projects. Overall my time at TLF has been an extremely enjoyable experience and I strongly recommend the job for any students who are looking for some part time work whilst studying

JOB VACANCIES

Client Manager

CLIENT MANAGER / ACCOUNT DIRECTOR

Salary Negotiable – £35k upwards + sales bonus + client satisfaction bonus The role The fundamental objective of a Client Manager is to win, manage and grow a portfolio of […]

Experience Market Research Analyst

EXPERIENCED MARKET RESEARCH ANALYST

Experienced Senior Market Research Analyst- salary £22,000 upwards, plus company bonus schemes About you You must have at least 3/4 years’ experience working within a Research Analyst role. Enjoy working […]

Graduate Market Research Trainee

GRADUATE MARKET RESEARCH TRAINEE

Starting salary £16,000, plus company bonus scheme Reports to the Research Manager Job Purpose: Manage the successful delivery of research projects to Client Managers; undertake research design, data collection and […]

TELEPHONE INTERVIEWER JOB

Your role will be 100% phone based, conducting customer satisfaction research, there is no cold calling and certainly no sales work, so you could be talking to someone about a […]

SEE ALL VACANCIES