The Financial Loyalty Profile™ (FLP) applies to any consumer or commercial financial
customers and relationship. It is designed to use a combination of both standard
and advanced analysis methods to provide a Financial Loyalty Profile™ scorecard.
The Alta Vista Research FLP system incorporates a mixture of quantitative methods
as well as qualitative techniques where desired. Designed by professionals with years
of customer service experience, the FLP offers careful sampling techniques, meticulous
fielding, and revealing advanced analysis methods.
The results of the study, usually conducted in regular intervals (e.g., annually
or every 18 months), provide a Financial Loyalty Profile™ score. In addition, areas
of importance and satisfaction, both stated and latent, are revealed, along with
potential action items the study uncovers. The final result is a Financial Loyalty
Profile™ Report Card which can be used for internal and external benchmarking and
comparison as well as trending.
Customer-oriented financial institutions can use the results from the Financial Loyalty
Profile to identify strengths and opportunities for improvement in their own operations
as well as trend and benchmark their brand and service perceptions over time or against
Financial research can include a component based on transactions in order to improve
processes, products and service.
Your financial organization can also improve other aspects of its brand, including
marketing, advertising, marketing strategy and overall positioning.
Some of the companies for which we have worked include: