Calculating the Temkin Forgiveness Ratings
The Temkin Forgiveness Ratings are based on feedback from consumers who have recently interacted with companies in the ratings. We asked consumers to rate their likelihood to forgive 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. For more information, see the Temkin Forgiveness Ratings Overview.