Calculating the Temkin Forgiveness Ratings
The Temkin Forgiveness Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how likely they are to forgive these companies if they deliver a bad experience on a 7-point scale from (1) extremely unlikely to (7) extremely likely. 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 forgiveness” rating for each of the three elements. For more information, see the Temkin Forgiveness Ratings Overview.