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
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.
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
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
HB Fuller
Konnect
Marquis
Obrien Glass
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
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.
