Calculating the Temkin Loyalty Ratings
The Temkin Loyalty Ratings are based on consumer feedback of their recent interactions with companies. 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 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 loyalty” rating for each of the three elements. The overall Temkin Loyalty Rating is an average of the three “net loyalty” percentages. For more information, see the Temkin Ratings UK Overview.