Calculating the Temkin Loyalty Ratings The Temkin Loyalty Ratings are based on consumer feedback of companies with whom they’ve recently interacted. We asked consumers to rate three elements of their loyalty—willingness to buy more, reluctance to switch business away, and likelihood to recommend—on a 7-point scale. For each element, we take the percentage of consumers that … [Read more...] about 2012 Temkin Loyalty Ratings
2015 Temkin Forgiveness Ratings
Calculating the Temkin Forgiveness Ratings The Temkin Forgiveness Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how likely they would be to forgive the companies if those firms made a mistake. For more information, see the Temkin Forgiveness Ratings Overview. … [Read more...] about 2015 Temkin Forgiveness Ratings
2013 Temkin Forgiveness Ratings
Calculating the Temkin Forgiveness Ratings The Temkin Forgiveness Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how likely they would be to forgive the companies if those firms made a mistake. For more information, see the Temkin Forgiveness Ratings Overview. … [Read more...] about 2013 Temkin Forgiveness Ratings
2017 Temkin Experience Ratings
Calculating the Temkin Experience Ratings The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that … [Read more...] about 2017 Temkin Experience Ratings
2015 Temkin Customer Service Ratings 2015
Calculating the Temkin Customer Service Ratings The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they've recently interacted with. We asked consumers to rate how satisfied they are with with recent customer service experiences on a 7-point scale, from (1) Very dissatisfied to (7) Very satisfied. We take the percentage of … [Read more...] about 2015 Temkin Customer Service Ratings 2015