Calculating the Temkin Trust Ratings The Temkin Trust Ratings are based on consumer feedback of companies with whom they’ve recently interacted. We asked consumers to rate their likelihood to trust companies to meet their needs on a 7-point scale, from (1) do not trust at all to (7) completely trust. We take the percentage of consumers that gave a rating of 6 or 7 and subtract … [Read more...] about 2012 Temkin Trust Ratings
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2016 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 2016 Temkin Experience Ratings
2014 Temkin Customer Service Ratings
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 2014 Temkin Customer Service Ratings
2015 Temkin Forgiveness Ratings 2015
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 2015
2015 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 2015 Temkin Experience Ratings