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Research

2017 Temkin Loyalty Index

To determine companies’ Temkin Loyalty Index (TLi), we examined the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries and compared their responses with similar studies we’ve conducted in previous years. To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new offerings.

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