Calculating the Temkin Trust Ratings
The Temkin Trust Ratings are based on consumer feedback on companies that they recently interacted with. We asked consumers to what degree do they trust that companies will take care of their needs on a 7-point scale from (1) do not trust at all to (7) completely trust.
For each component, 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 trust” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages. For more information, see the Temkin Ratings UK Overview.