About us

YourSayPays is part of the Leadership Factor Ltd
The Leadership Factor is a registered company in the UK and specialises in measuring satisfaction.

The Leadership Factor,
Taylor Hill,
Company registration number:
VAT number:

A brief overview of The Leadership Factor is below but for more information about the books, training and surveys offered by The Leadership Factor please visit our website www.leadershipfactor.com

The Leadership Factor Ltd was formed in 1996 to specialise in measuring and improving satisfaction and loyalty. We now have offices in the USA, Australia, France, Spain and Portugal as well as the UK and employ over 150 people. The Leadership Factor follows the codes of conduct laid down by the UK Market Research Society. The company's services cover customers, employees and any other stakeholder group since the fundamental principles of measuring and improving satisfaction apply across those groups. However, purely for reasons of market demand, 80% of the company.s business involves customers and most of the remainder is employee satisfaction measurement. Our methodology has been developed over a number of years and is at the forefront of satisfaction and loyalty measurement and modelling techniques. Briefly, The Leadership Factor's services comprise:

  • Identification of customer requirements and their relative importance
  • Satisfaction measurement research
  • Loyalty measurement research
  • Service-Profit Chain modelling
  • Communications with customers regarding satisfaction improvement
  • Communications with employees regarding satisfaction improvement
  • Training and workshops on satisfaction measurement and improvement
  • Consultancy advice and assistance on satisfaction improvement