What score range indicates a 'detractor' in the NPS system?

In the Net Promoter Score (NPS) system, a 'detractor' is someone who gives a score between 0 and 6 when asked how likely they are to recommend a company's product or service to others. This scoring range indicates a negative perception, where these customers are not likely to speak positively about the brand and may discourage others from engaging with it.

The correct range identifies individuals who are dissatisfied and might express their displeasure through negative word-of-mouth, which can impact the company's reputation. Understanding this segment is crucial for customer success management, as it helps in developing strategies to improve customer experience and transform detractors into promoters.

The other ranges would not accurately represent the detractor classification in the NPS. For instance, responses below 0 or above 6 would not fall within the definition of a detractor, thus providing less relevant data for companies looking to improve their NPS.