Turning Insight into Lasting Action.
Customer Faithful is the research consultancy behind lifelines® — a registered methodology, in continuous use since 2010, that turns patient and carer experience into structured, durable evidence for HTA, publication, market access, and beyond. We also bring the same rigour to customer and employee experience research, for organisations who want insight that goes further than a single report.
Most qualitative patient research answers one question, then the project closes. Lifelines® was built differently — a structured, ethics-approved process, anchored in best-practice Interpretative Phenomenological Analysis methodology with over fifteen years of continuous use.
The Evidence Continuum™ is how we package that methodology for HTA submissions, peer-reviewed publication, market access, and patient support programme design — from a single, auditable evidence base.
Patient Experience
Our speciality, and the foundation of Lifelines®. We uncover the lived experience of patients and carers with academic-standard rigour — evidence you can take into a boardroom, a NICE submission, or a peer-reviewed journal with confidence.
Customer Experience
In-depth research into customer attitudes, feelings, and behaviour — giving clients a genuine edge in understanding and responding to the voice of the customer.
Employee Engagement
Research that helps build a happier, more productive workforce — from front line teams to the Boardroom.
This opinion piece from Customer Faithful founder Rick Harris explores the potential for AI in healthcare to include supporting healthcare professionals in improving their empathic skills to recognise patient feelings and emotions. Far from threatening the role of clinician, AI can help time-pressured HCPs to rediscover their ‘human touch’.