Why NPS Is One of the Most Powerful Branding Tools You’re Probably Underusing
Edmund Manasan
Brand & Business Development Strategist @ ADinc.ca | Marketing Communications, CRM, Cinematography
There’s one question that tells you more about your brand than most marketing dashboards combined:
“On a scale of 0 to 10, how likely are you to recommend us to a friend?”
That’s the basis of Net Promoter Score (NPS)—and while it may seem simple, it’s one of the clearest indicators of whether your brand is building loyalty, advocacy, and trust at scale.
It doesn’t just measure satisfaction. It measures conviction.
What Makes NPS So Useful?
Most customer surveys ask a lot of questions and get vague answers. NPS gets to the heart of it in one line:
Would someone stick their reputation on your brand?
Because that’s what a recommendation really is.
And when people answer, you’ll get one of three responses:
Your NPS score = % Promoters – % Detractors. The higher your score, the stronger your brand advocacy.
Why This Matters in Branding (Not Just CX)
Great branding isn’t just about awareness—it’s about affinity. People might know who you are. But if they wouldn’t recommend you, you don’t have loyalty. You have exposure.
NPS tells you:
It’s a branding tool hiding inside a CX metric—and one that gives you actionable insight fast.
Brand Example: Bev’s Loyal-by-Design Strategy
Bev didn’t just enter the wine industry—they disrupted it. By positioning themselves as unapologetically inclusive, founder Alix Peabody built a brand that was loud, fun, and mission-driven from day one.
Instead of just selling canned rosé, Bev sells a sense of empowerment and community—with bold taglines like “Made by Chicks” and an unapologetic rejection of traditional “bro” branding in the alcohol space.
Their customer base is fiercely loyal—not just because they like the product, but because they feel like part of the story.
That’s the kind of energy that shows up in high Net Promoter Scores. People don’t just drink Bev—they recommend it, gift it, and wear it.
Recommended by LinkedIn
How to Use NPS in Your Brand Strategy
You don’t need fancy tools—just the right mindset.
1. Start with a One-Question Survey Send to recent customers. Ask: “How likely are you to recommend us?” Include a follow-up: “Why?”
2. Track NPS Quarterly You don’t need to measure it every day. A quarterly check-in is enough to catch major sentiment shifts.
3. Segment Your Responses Look at NPS by product, experience, campaign, or funnel stage. You’ll spot patterns in what’s resonating—and what’s breaking trust.
4. Close the Loop Follow up with Promoters. Learn from Passives. And fix friction points for Detractors. That’s where the gold is.
Rebrand Readiness Check-In
If your brand has awareness—but not advocacy—it might be time to take a closer look. Use the Brand Amplifier Readiness Index to assess your customer alignment and brand perception.
Rebrand 100: The Journey Continues
We’re not just building brands that sell. We’re building brands that people are proud to share. Because in a world full of noise, a genuine recommendation still means everything.
Your Turn: When’s the last time you recommended a brand—and why? What made you stick your name on it?
If you’ve read this far, comment “Rebranding” below. Each week, we pick one commenter for a free 1-hour consultation call and entry into our raffle for $10,000 in video editing services. Winner announced at the end of Rebrand100.
Want to double your chances? Share a brand you proudly recommend—and what they did to earn it.
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Edmund Manasan
Brand & Business Development Strategist
[ADinc.ca | Astigs Design Inc.]
#100DaysOfRebrand #NPS #BrandTrust #BrandAdvocacy #CustomerLoyalty #BrandMetrics #Oatly #MarketingGrowth
Brand & Business Development Strategist @ ADinc.ca | Marketing Communications, CRM, Cinematography
1wWhen’s the last time you recommended a brand—and why? What made you stick your name on it? Rebrand 100: The Journey Continues We’re not just building brands that sell. We’re building brands that people are proud to share. Because in a world full of noise, a genuine recommendation still means everything.