ADOTAT+ Reichheld Gave NPS a Revenue Twin. Matt Egol Wants Feelings on the Ledger.
Bain sold Net Promoter Score as the one number you need to grow, and says two-thirds of the Fortune 1000 now run on it. Its own inventor added a second number in 2021, and Matt Egol says quantified emotion fits business outcomes at 80%, against roughly 40% for NPS.
Read the full investigation on ADOTAT →Key findings
- Reichheld and Bain introduced Earned Growth Rate in 2021: net revenue retention plus earned new customers, minus 100%.
- Google's GoEmotions model, trained on 58,000 labeled Reddit comments, averaged an F1 score of just 0.46 across 27 emotions.
- Temkin Group found a 0.80 correlation between NPS and stated repurchase intent across 331 companies, which explains about 64% of variation.
- The EU AI Act has banned emotion recognition in workplaces and schools since February 2025.
- Egol's 80% and 40% figures come from unpublished client work; ADOTAT has asked him to show the method.
On the record
“Cultures are not to blame here. The issue is the leaders, and how leaders engage and evolve things.”
“It's just not efficient to store all that in memory. So you selectively remember the things where the emotions are strongest.”
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