Satisfaction & NPS
Detractor Recovery Call
A detractor recovery call is a conversation with a customer who gave a low score or had a bad experience. Its goal is not to defend the company or to sell, but to listen, understand what went wrong and show that someone will act. Handled well, it can turn a lost customer into a loyal one. These questions are written to sound human when spoken aloud and to leave room for the customer's frustration.
16 questions
When to use this template
- Within one or two working days of a low NPS or CSAT score, before the customer decides to leave.
- After an incident, a missed commitment or a complaint that was handled badly.
- When a customer shows signs of disengagement, such as lower usage, silence or a late payment.
Questions to ask
Opening and acknowledgment
- 01Thank you for taking my call. I saw that your recent experience with us was not good, and I would like to hear it from you. Is this a good moment?
- 02Could you tell me what happened, in your own words?
- 03How did that affect you or your work?
Understanding what went wrong
- 04When did the problem start, as far as you can tell?
- 05Had you already raised it with us, and what answer did you get?
- 06What was the most frustrating part for you?
- 07Was this a one-off, or is it part of a pattern you have noticed?
What the customer expects
- 08What would a good outcome look like for you?
- 09What would you need to see from us to regain confidence?
- 10Is there a deadline by which something has to be fixed?
Next steps
- 11Let me check that I have understood: could I summarise what you told me?
- 12Who would you like to hear from on our side, and by what means?
- 13When would you like us to come back to you with an answer?
Closing
- 14Is there anything that matters to you that we have not covered?
- 15Are you still open to continuing to work with us?
- 16Thank you for your frankness. Would you accept a follow-up call once things have been dealt with?
Tips for a useful conversation
- Let the customer vent for as long as they need before moving to solutions; being heard comes first.
- Acknowledge the problem plainly without blaming the customer, a colleague or a supplier.
- Never promise a discount, a deadline or a gesture that you cannot guarantee; say it will be passed on to the person who can decide.
- Summarise what you heard before closing, so the customer knows it was understood.
- Come back when you said you would: a kept follow-up counts for more than any apology.
Mistakes to avoid
- Defending the company or explaining why the customer is wrong.
- Jumping to a solution before understanding the real problem.
- Offering compensation to end the call faster.
- Not following up, which turns a bad experience into a broken promise.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.