Detractor
A dissatisfied customer, likely to leave and to harm reputation.
Definition
A detractor is a customer whose dissatisfaction is expressed (a low NPS score, complaints, escalations) or revealed by their behaviour. Beyond the individual churn risk, it weighs on reputation and word of mouth.
Why it matters
Identifying a detractor early allows a recovery attempt before the break. It is a shared signal: the CSM acts on satisfaction, the AM protects the commercial relationship.
How Phano helps you
Phano spots scattered dissatisfaction signals across support, usage and relationship before they turn into a departure.
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Frequently asked questions
What is Detractor?
A detractor is a customer whose dissatisfaction is expressed (a low NPS score, complaints, escalations) or revealed by their behaviour. Beyond the individual churn risk, it weighs on reputation and word of mouth.
Why does Detractor matter?
Identifying a detractor early allows a recovery attempt before the break. It is a shared signal: the CSM acts on satisfaction, the AM protects the commercial relationship.
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