Detractors

In the Net Promoter Score calculation, customers who give a score from 0 to 6 on the 0-10 scale are considered as Detractors and are customers who are not satisfied with the company. This category of customers would not recommend the company to those around them and would make negative comments about the company. The reasons behind low scores given by detractors should be analyzed in-depth to resolve them and improve the customer experience. That way, the detractors can be transformed into promoters.