Pulseri What is a detractor? NPS detractors explained
A detractor is a person who answers 0 to 6 on the NPS question. They are unlikely to recommend you and may be unhappy.
A detractor is a person who answers 0 to 6 when you ask the NPS question, "How likely are you to recommend us to a friend or colleague?" They are more likely to talk you down than up.
How detractors count
Detractors lower your score. NPS is the share of promoters minus the share of detractors. With 15 percent detractors and 60 percent promoters, your NPS is 45. eNPS uses the same groups: there, a detractor is a team member unlikely to recommend working for you.
Why they matter
A 0 to 6 does not always mean anger. A 6 may be someone mostly happy with one problem. The follow-up "What is the main reason for your score?" tells you which.
What to do about detractors
Reply quickly, while the problem is fresh. Pulseri can send an alert to Slack or email the moment a low score arrives. Then read the reasons across all detractors. If many name the same problem, fixing it moves your score more than any single reply.
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Ask these questions at the right moment
Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.
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