our vision

To be recognised as providing exceptional knowledge, assistance and implementation of Satisfaction and Loyalty Measurement research.

our Purpose

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

Rob Macdougall

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.

Ben Wright

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.

Our Industry experience

ENERGY

Aurora Energy
Pacific Power

PORTS & STEVEDORES

Geelong Port
Port of Melbourne Corporation
Gladstone Ports Corporation
Northern Stevedoring Services
Victorian Regional Channels Authority

SOFTWARE

MYOB
6 Solutions
CSA

MINING INDUSTRY

Mono Pumps
FL Smidth

PUBLIC SECTOR

Austrade
MARA
Countrylink
State Transit
Sydney Ferries

LOCAL GOVERNMENT

Sutherland Shire Council
City of Hobart

AERONAUTICAL ENGINEERING

Rolls Royce
International Aero Engines
Saab

MOTOR VEHICLES

Hyundai
Peugeot

COMMERCIAL VEHICLES

Mack trucks
UD Trucks
Volvo Buses
Volvo Trucks

MARINE

Volvo Penta

FOOD SERVICES

Bundaberg Sugar
Sarah Lee
Sydney Markets

MEDIA

News Limited

MANUFACTURING

Artia
Brady
Doric
Dupont
HPM
Obrien Glass
HB Fuller
Konnect
Paslode
Ramset
Vishay

HOUSING INDUSTRY

Amber
Austral Bricks
Austral Masonry
Austral Precast
Bristile Roofing
Daniel Roberstson
Metro Brick

HOSPITALITY & TOURISM

AMF
Crown Ltd
DOOLEYS
Sydney Convention and Exhibition Centre

AGRICULTURE

Namoi Cotton

FINANCIAL

Colonial First State

INSURANCE

Australian Unity
Grand United Health

CEMETERIES

Northern Cemeteries

PHARMACEUTICAL

Abbott Diagnostics
Abbott Laboratories
Becton Dickinson
Novartis

CALL CENTRES

Teletech

TELECOMMUNICATIONS

Alcatel
C-cor

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