Calculating the Temkin Customer Service Ratings
The Temkin Customer Service Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how satisfied they are with their recent customer service experiences on a 7-point scale from (1) very dissatisfied to (7) very satisfied. We take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net satisfaction” rating for each of the three elements. For more information, see the Temkin Customer Service Ratings Overview.