Abstract: A method may include a processor receiving survey data for a plurality of customers of a telecommunication service provider network for a given time period, the survey data identifying whether each of the customers is willing to recommend the telecommunication service provider network, identifying detractors from the plurality of customers, comprising customers that are not willing to recommend the telecommunication service provider network, and collecting customer event data for the detractors for the given time period, identify detractor trigger events from the customer event data, comprising billing events that are correlated with the detractors, detect an occurrence of one of the detractor trigger events associated with a first customer, and adjust a billing record for the first customer in response to detecting the occurrence of the one of the detractor trigger events, to result in a lesser charge to the first customer than without the adjusting.