Founded in 2009 by Rick Harris, Customer Faithful is centred around a small collective of multidisciplinary experts (meet them here). We are a research-led consultancy, equipped with a wide range of tools and techniques to highlight unmet need in customer, patient and employee experience. Our client testimonials tell us that the results of our approach are the clarity of what matters and what to do next.

While we are passionate about several industries – we have worked extensively across the travel, retail and leisure sectors - we are perhaps best known for our research in healthcare, working with patients and caregivers to capture how they define and value the key moments of their patient experience.

Yellow BG_1.png

Based in the UK, our work is international, with clients ranging from multinational corporations to privately-run organisations and small businesses. We are proud to work with many of our clients on an on-going basis, and we’re happy to arrange for a personal testimonial of our work on request.

Rick Harris, Customer Faithful

We are best known for our work in three core areas:


Patient Experience

Enabling those in healthcare, pharmaceuticals and biosciences to understand and centre their organisations around patients, caregivers and those who support them. We uncover what matters most to patients, using a range of methodologies. Our insights can be widely applied, from patient support to brand team guidance and reputation management.


Employee Engagement

Supporting companies who have an aspiration to be regarded by their employees as a great place to work. We use our qual research expertise & techniques to uncover, interpret and track employee motivation and engagement in the workplace. Our end-to-end services range from baseline ‘discovery’ engagement for new organizations, through to on-going Pulse surveys and senior team engagement programmes.


Customer Experience

Our expertise will help you hear, interpret and act on the voice-of-the-customer. It enables a better experience for customers, as well as improved business results.

Specialising in such a life-changing industry as healthcare has helped shape our research credo, and we extend this attitude to all our work. With team backgrounds in customer experience, clinical psychology and data specialism we all bring the same level of care; doing what we can to make qualitative research as accessible as possible, and our project outcomes as far-reaching as can be. Whether we are bringing light to the customer experience of a major high street brand, representing a patient’s truth in the boardroom or the reality of employee experience, in service of designing a better workplace.

If you’re interested in finding out more about how we can bring our insights and tools to your organisation, get in touch at