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

Stephen Whiteside

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”.

WARC subscribers can sign in to keep reading

Not a subscriber?

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

Learn more Get a demo

WARC consistently delivers valuable insights that help to make me look like an expert in front of my colleagues and clients.

Dasha Boryso
Strategy Partner, Fetch

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands