Detractors are unhappy customers who can discourage others from buying from your company. They have long-term effects like negative brand perception, reduced customer loyalty, and a decrease in sales.
The net promoter system (NPS) defines detractors as people who score between 0 to 6 on the NPS scale. The score indicates that detractors are unsatisfied with the product and probably won't recommend it to others.
To identify detractors, you need to collect and review NPS surveys. You can share these surveys through email, in-app notifications, and website pop-ups.
While NPS results are useful to identify detractors, you should also consider other methods to measure brand sentiment. Social media, online reviews, and focus groups are other feedback channels to monitor.
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