The Net Promoter Score (NPS) – a popular way for brands to track customer satisfaction, loyalty and potential growth through word of mouth – is in need of a companion metric based on hard finances.
Such was the viewpoint outlined in analysis by Fred Reichheld, the creator of the NPS and a fellow at management consultancy Bain & Company, with his colleagues Darci Darnell and Maureen Burns. More specifically, they argued in the Harvard Business Review that marketers should aim to complement the NPS with an indicator called the “earned growth rate”.