Based on their response on a 0–10 scale, customers are categorized into three segments: "Promoter" (answers with scores of 9 or 10), "Passive" (answers of 7 or 8), and "Detractor" (those giving a ...

Interestingly, Romney is the former CEO of Bain & Company, the elite consulting firm that, along with Satmetrix and Fred Reichheld, co-created a simple survey and metric widely used in business to ...