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”.
