Most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. 

Even though negative feedback might seem like a terrible thing, customers that express their dissatisfaction are creating an opportunity for you to improve their experience. Talking to dissatisfied customers shows that you care about them and helps you prevent unwanted circumstances from happening.

Net Promoter Score® can help you reveal the customers who probably wouldn’t have shared anything if they weren’t given a chance to speak. After it segments your customers into three categories: Promoters, Passives and Detractors, one of the first things you should do is address the complaints from your detractors – customers who gave your product a rating of zero through six score on the NPS scale.