Types of NPS Detractors

and how to reach out to them

Types of NPS Detractors

churn risk: High

Understanding and sorting your detractors by type can help you create strategies to reach out to them, and prevent possible churn.

1. The Soon-to-be-Exes

and how to reach out to them

Types of NPS Detractors

churn risk: High

These customers have made up their mind to cancel or move on, and they want you to know why they've stopped using your product. Get their feedback with a short customer exit survey.

2. The Ghosts

and how to reach out to them

Types of NPS Detractors

churn risk: High

This type will gradually stop using your product without actively choosing to do so. Don't let the trail go cold; give them a gentle nudge from time to time, and keep them in the loop about new features.

3. The Window Shoppers

and how to reach out to them

Types of NPS Detractors

churn risk: High

These customers haven't cancelled (yet), but they are looking for alternatives. Watch out for the warning signs and catch them early to resolve any issues.

4. The Impatient Ones

and how to reach out to them

Types of NPS Detractors

churn risk: medium

These customers see the value in the product, but they are annoyed by the poor experience. Pay attention to their complaints, follow up and close the loop on their feedback.

5. The Loyal Ones

and how to reach out to them

Types of NPS Detractors

churn risk: medium

These customers plan to stick with your product but they have some concerns they would like you to look into. Addressing these complaints will prevent them from churning in the future.