What is a detractor?

A detractor is a customer that rates a 6 or below on the NPS scale by answering the question "How likely are you to recommend us to a friend or colleague?".

The detractors are unsatisfied and are therefore not likely to recommend you. These customers will affect your overall NPS score negatively and will not be asked to tell their friends about you (to prevent negative buzz). 

You should keep track of your detractors and get in touch to see if you can do something to improve their experience with you. 

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