Earned growth rates: A new measurement partner for the Net Promoter Score

Brands need to supplement the Net Promoter Score with a new metric called the “earned growth rate” to fully understand how word of mouth and referrals are driving their progress.

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 that marketers should aim to complement the NPS with an indicator called the “earned growth rate”.

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