Why Choose Us

Why choose us?

We provide specialised strategic services for branding, insights via surveys and customer experience. Unlike traditional strategic consultancy firms, we can also provide a proprietary end-to-end service, from strategy development to research and analysis, right through to the implementation of recommended strategies.

One of the strengths of NPS® is that it is easy to understand by all key stakeholders, especially staff. However, just because it is easy to understand does not mean it is easy to implement ( to find out why DIY Net Promoter Score implementations are destined to fail click here).

Engaged Marketing has been involved in a number of NPS implementations. Engaged Marketing was the first official Net Promoter Score Loyalty Partner in the world. We were also the first licensed distributor of the official Net Promoter Score survey software created by Satmetrix, a co-creator of the Net Promoter Score. We have experience in the following categories across Australia and Asia:

  • Wholesale
  • Retail
  • Banking
  • Insurance
  • Investments
  • Superannuation
  • Pharmaceuticals
  • Performing Arts
  • Utilities
  • Telecommunications
  • Plumbing / Hardware
  • Communications
  • Industrial Unions
  • Not for profit
  • Car Dealerships
  • Education
  • Event Management
  • Equipment Leasing

If required we draw upon a range of specialist and trusted partners in the areas of Advertising & Design. However, we can work with your chosen suppliers if that is preferable.

Our business has grown at three times the industry rate every year for the
last five years thanks to very fresh and targeted marketing and
exceptional channel management

- NEIL H

Our Founder
Christopher Roberts – B. Sc (Physics), B. Bus (Marketing),
AM AMI CPM. Industry Fellow at the University of Queensland.

Career snapshot

  • Over 25 years experience in sales and marketing
  • Marketing management of major product portfolios at Telstra & Suncorp-Metway
  • Leadership within Suncorp-Metway (now Suncorp) on customer management initiatives resulting in a dramatic increase in cross selling within the organisation.
  • Head of marketing and communications Energex – led brand recovery strategy resulting in Energex being assessed independently via research as the strongest energy brand in Australia

Chris has presented at a number of forums and seminars across Australia, Asia and Europe. In addition he is a guest lecturer at the University of Queensland and has presented at the Advertising Federation of Australia and the Australian Marketing Institute. Presentation topics have included brand, CRM, segmentation, consumer behaviour, customer experience and the importance of aligning brand, culture and customer experience.

Throughout his career Chris has achieved record sales, margin and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement.

Chris developed the Total Engagement Model®, which focuses on designing and aligning the key elements of an organisation to develop engaged staff, branding and customer experiences. The robustness and rigor of the Total Engagement Model® is demonstrated by it being published in The Journal of Product & Brand Management. Click here to access the article

Chris is a Certified Net Promoter Associate and has instructed at Net Promoter Customer Loyalty Certification programs. He has also presented at NPS conferences in Australia and Europe.

Chris has been appointed as an Industry Fellow at the University of Queensland, Australia.

Our Team

  • Vineet Agarwal

Vineet’s consulting and program implementations experience spans across 200+ organisations over a range of industries. With a history in Investment Banking right through to Marketing Analytics, Vineet is now exploring the Customer Experience Management space. Vineet is our in-house expert on Satmetrix, our go-to cloud based customer experience management solution. In his spare time, especially when he is stressed, you will find Vineet with a carving knife… and pan in the kitchen.

  • Fulya Calik Toker

After completing her master’s degree in marketing at the University of Queensland at the top of her class in 2015, Fulya joined the Engaged Marketing team as Marketing Manager. She has nine years’ branding and marketing management experience in both global B2B and B2C companies. She is passionate about market research and writing academic articles. Her previous business experience and academic background give her a unique perspective in regards to marketing issues. Fulya works across the various research-based projects within Engaged Marketing whether that relates to ongoing customer surveys, employee engagement studies, the leadership program or nationwide benchmarking reports. She also manages Engaged Marketing’s communication program.

Did you know? Fulya is currently researching and writing on the sharing economy; a new mode of consumption, which she believes will shape our future economics.

  • Dr Rod Thomson

Dr Rod Thomson is a registered psychologist, executive coach and leadership development specialist. His passion also lies in Change Management assisting leaders, teams and organisations make the transition to high performance. Rod is a Graduate of the Australian Institute of Company Directors and a Fellow of the Australian Human Resources Institute. For 24 years he has worked internationally as a corporate consultant and has built up vast experience in the design of performance management systems, capability assessment and conflict resolution.

Did you know? When not helping leaders unleash their potential, Rod is a rugby referee with over 150 First Grade games under his whistle!

  • Sonal Agarwal

Sonal creates, manages and analyses customer and employee surveys across a range of industries. In particular she loves the challenge of transforming data into insight-based recommendations to help businesses achieve their customer and employee goals. Sonal completed her MBA in 2009 and prior to Engaged Marketing she worked at Ernst & Young and Bank of New York Mellon. Outside of work Sonal enjoys dancing and spending time with her family and young son.

  • Jade-Anne Roberts

Jade-Anne has been working at Engaged Marketing for several years now and has gained much experience in many facets of marketing including data analysis, a variety of marketing software, campaign management and more! Jade has been thrilled to present her ideas at team meetings and see them through to fruition. Jade is nearing the end of her Bachelor of Business Management at the University of Queensland and is a renowned bargain shopper!

  • Kade Hamalainen

Kade works in the employee engagement side of Engaged Marketing to drive forward projects surrounding leadership and positive psychology with strategy, software and data analysis. His interest in this area is complimented by his study of a Bachelor of Business Management and Psychology at the University of Queensland. In his spare time, Kade loves cooking and learning about social issues and collective solutions.

  • Shiv Sujir 

Shiv has been working in the media sector for the last five years and has worked on a diverse set of projects. From managing an international arts education conference to handling social media campaigns for Toyota, he always strives to stay creative in his approach to work and life. At Engaged Marketing, Shiv is responsible developing a unique voice for the brand across communication platforms and creating content that educates and engages our audience.

Did you know? Shiv did his undergraduate studies in textile design and uses his spare time to design Indian ethnic wear.

  • Christopher Copley

Christopher Copley is studying towards a dual degree in Business Management and Commerce at The University of Queensland. Chris’ role at Engaged Marketing involves supporting our Special Projects Manager in providing assistance to all our clients using fancy software and the more technical marketing tools. Working with a variety of applications to perform a variety of different tasks means every day is a new learning experience!

Did you know? Chris used to be a tennis coach and you can find him most weekends either playing or watching AFL.

  • Linda Roberts

Linda has been with Engaged Marketing from the very beginning – in fact, it was Linda whom inspired Managing Director Chris Roberts to embark on creating customer experiences worthy of recommendation. Linda’s background is in commerce and accounting, and she looks after everything administrative at Engaged Marketing. Linda is an animal lover and is a mother to her three girls as well as a whole menagerie of pets!

Interested to find out how
Engaged Marketing can work
with your organisation?

Click here to start the conversation today