The Utility Loyalty Profile™ (ULP) applies to any consumer or commercial utility
relationship. It is designed to use a combination of both standard and advanced analysis
methods to provide a Business Loyalty Profile™ scorecard.
The Alta Vista Research ULP system incorporates a mixture of quantitative methods
as well as qualitative techniques where desired. Designed professionals with years
of customer service experience, the ULP 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 Utility 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 Utility Loyalty
Profile™ Report Card which can be used for internal and external benchmarking and
comparison as well as trending.
Business customer-oriented utilities can use the results from the Utility 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
Some of the companies for which we have worked include: