---
title: "Detractors (NPS) — Definition & Formula | SpaceForms"
url: https://spaceforms.io/glossary/detractors
description: "In NPS, detractors are respondents who score 0-6 on the 'likely to recommend' question — unhappy customers at high churn risk."
lang: en
---

Home (https://spaceforms.io/) / Glossary (https://spaceforms.io/glossary) / Detractors (NPS)

# Detractors (NPS)

In NPS, detractors are respondents who score 0-6 on the 'likely to recommend' question — unhappy customers at high churn risk.

Detractors are dissatisfied customers who can damage your brand through negative word-of-mouth and impede growth. The cost of acquiring a customer to replace a detractor can be 5-10× retention cost. NPS = % Promoters − % Detractors.

### Run a Detractors (NPS) survey free

SpaceForms includes pre-built templates with validated wording. Unlimited responses on the free tier — no credit card.

Start free (https://spaceforms.io/free-survey-builder)

## Related terms

### Net Promoter Score (NPS)

Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or service on a 0-10 scale.
https://spaceforms.io/glossary/nps

### Promoters (NPS)

In NPS, promoters are respondents who score 9 or 10 on the 'likely to recommend' question — your strongest advocates.
https://spaceforms.io/glossary/promoters

### Passives (NPS)

In NPS, passives are respondents who score 7 or 8 — satisfied but unenthusiastic customers vulnerable to competitive offerings.
https://spaceforms.io/glossary/passives

### Anonymous Survey

An anonymous survey collects responses without any personally identifying information.
https://spaceforms.io/glossary/anonymous-survey

### Employee Engagement

Employee engagement is the emotional commitment employees have to their organization and its goals.
https://spaceforms.io/glossary/employee-engagement

### ACSI (American Customer Satisfaction Index)

The ACSI is a national economic indicator of customer satisfaction with the quality of products and services available to US household consumers.
https://spaceforms.io/glossary/acsi

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