Project Management Institute (PMI) Professional in Business Analysis Practice Exam 2025 - Free PMI Business Analysis Practice Questions and Study Guide

Customers scoring 0-6 on the Net Promoter Score (NPS) are categorized as Detractors. This classification is crucial because it indicates that these customers are dissatisfied with the product or service, and they are likely to share negative feedback, which can adversely affect the company's reputation.

Understanding the significance of this score is fundamental for businesses aiming to enhance customer loyalty and satisfaction. Detractors can provide valuable insights into areas where improvements are needed, allowing organizations to address concerns that could lead to overall better customer experiences.

In contrast, Promoters are customers who score 9-10 and are likely to recommend the service or product to others, while Passives, with scores of 7-8, are indifferent and not as enthusiastic. The term "Satisfied Customers" does not align with the NPS definition, since a score of 0-6 indicates dissatisfaction rather than contentment. Thus, the classification of customers scoring 0-6 as Detractors is a vital aspect of understanding customer sentiment and forming strategies for improvement.