Calculating the Temkin Web Experience Ratings
The Temkin Web Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how satisfied they are with their recent online experiences on a 7-pooint scale from (1) very dissatisfied to (7) very satisfied 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 satisfaction” rating for each of the three elements. For more information, see the Temkin Web Experience Ratings Overview.