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Posted 21 April 2016 - 08:39 AM

Hi! I'm Nigel from TLF Research. We're not a food company ourselves but I notice Simon gave us an honourable mention (under our
old name of "The Leadership Factor") from a few years back - many thanks!


We're still going strong and if anyone wants any more up-to-date information about Customer Satisfaction then just ask - the maths is still the same but the methods and metrics have improved and you now have new options like Net Promoter Score, Customer Ease, etc/

Simon - regrettably there was an error in the spreadsheet you posted from about four years back - whilst the formulas are the "right" ones, your averages are only using some of the data columns! I'm sincerely hoping that it wasn't a TLF-generated sheet!


Ultimately our business would be to carry out the surveys for you, but there are all sorts of levels up to that where we could assist - we still run the training courses on how to measure Customer Satisfaction for instance.


Looking forward to hearing from some of you!



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Posted 22 April 2016 - 06:16 AM

Welcome Nigel, nice to hear from you after such a long time.


Glad to see you are still going and doing the good work. :smile:




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