To be recognised as providing exceptional knowledge, assistance and implementation of Satisfaction and Loyalty Measurement research.
Empowering our clients with knowledge and insight to increase their revenue and profitability.
Who is TLF
We are the Asia Pacific arm of the international Customer Experience research agency, TLF Research.
TLF stands for ‘The Leadership Factor’ and was originally founded in the UK in 1996. Our Australian office was set up in 1998. As well as in the UK and Australia, TLF has offices in the USA, France and Spain.
We specialise in customer insight utilising qualitative and quantitative research, training, consultancy, and communications to help our clients understand and improve their customers’ experience.
our leadership team
Director and CEO – Asia Pacific Region
Rob has been involved in the research field for over twenty years and he directs projects for TLF major client research in the Asia Pacific region undertaking surveys for Australian companies and UK companies across most industry segments. Rob is a founding director of The Leadership Factor and he opened TLF’s Australian office in 1998.
Rob has extensive corporate business experience having held senior management roles in Sales, Advertising and Marketing prior to opening TLF in Australia.
Rob’s passion is about understanding the voice of the customer and he is the co-author of the book ‘How to Measure Customer Satisfaction’, published by Gower in May 1999. Rob speaks on Measuring Customer Satisfaction, Measuring Employee Commitment, Service Charters and The Service-Profit Chain at seminars, conferences and to corporations worldwide. He is sought after for articles on the measurement process by publications in the Asia Pacific region.
Market Research Manager
Ben has over fifteen years of research experience advising clients in the corporate, private and government sectors, with two years specialising at The Leadership Factor. He has extensive experience in conducting customer satisfaction, stakeholder perception, brand tracking, public opinion and community sentiment studies.
Ben was previously a research manager at Ernst and Young where he conducted global thought leadership projects including in the areas of digital health, the future of health, fintech and the future of fuels. Prior to EY, Ben was engaged in a role at the nexus of market research, strategic communications and community engagement around complex and high-risk issues, delivering robust and sensitive strategic insights to senior government and corporate clients.
Ben has a keen interest in Behavioural Economics where he has presented conference and research papers. This includes social research in the private sector focusing on compliance behaviour and community outrage, as well as applications of social network theory and modelling to analyse social relationships in groups and organisations. He has also taught e-commerce research methods to MBA students in the tertiary education sector.
Backed by our global network across the UK, USA, France, Spain and Australia we have a large contingent of project managers, analysts and support staff who work with us either in a full-time capacity or a consultancy basis as required.
Our Industry experience
PORTS & STEVEDORES
Port of Melbourne Corporation
Gladstone Ports Corporation
Northern Stevedoring Services
Victorian Regional Channels Authority
Sutherland Shire Council
City of Hobart
International Aero Engines
HOSPITALITY & TOURISM
Sydney Convention and Exhibition Centre
Colonial First State
Grand United Health
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.