According to the recent 2023 Hubspot x Aircall sales trends report, Net Promoter Score (NPS) was close to the top of the list for the most important sales metrics Australian organisations were tracking.
On an interesting note, this was much higher than the global average.
So why is NPS so important and how can you increase it using promotional products?
What is NPS?
NPS is a customer loyalty metric businesses use to measure how likely a customer will recommend their services or products to others. It is gathered by asking the simple question “How likely are you to recommend our product/service to a friend or colleague? on a scale of 1-10.
Detractors are those that rate between 0 and 6, passives are 7 or 8’s and 9’s and 10’s are promoters. The most likely people to recommend the business to others.
Why is NPS important for businesses?
- NPS helps to identify strengths and weaknesses
- Provides guidance and insights for business improvements
- Measures loyalty
- Can be used as a comparison tool to compare customer experience with competitors
- Can help to predict future revenue growth (high NPS is correlated with high revenue growth)

How to increase your NPS
We’ve established what NPS is and why it’s important to both measure and increase for brands, so how do you increase it? Here are some ideas:
- Incorporate promotional merchandise into your customer journey
- Ask the question at the right time (sending the survey)
- Empower your customer service team
- Engage with detractors and provide solutions for their frustrations
- Make it an organisational-wide goal with teams aligned
- Act on customer feedback
- Always be improving
- Provide incentives for referrals
Why Promotional Merchandise is effective for increasing NPS
Merch can be the secret weapon to skyrocketing referrals and improving customer satisfaction.
People love free things, even more so if it’s an unexpected delight!
So why should Promotional Merchandise be a part of your strategy to increase NPS?
- It can be a conversation starter at social events to talk about your brand
- Merch can easily be included in your customer journey to improve the experience and increase referrals such as branded t-shirts after attending a webinar or a cheeseboard/bottle of wine for purchasing a property
- They work great as a referral incentive
- Promotional products create a positive association with your brand (bonus points if you can personalise the product to the recipient)
- The act of giving alone shows your customers that you care
- It’s a great way to reward your brand promoters and empower them to advertise for you

Summing Up
Net Promoter Score (NPS) is a measure that all organizations should prioritize to evaluate and enhance customer loyalty and satisfaction.
Among the various tactics to boost your NPS score, utilising promotional merchandise is a proven and effective strategy.
Elevate your brand’s visibility and customer loyalty by creating exceptional promotional merchandise. Our team of experts is here to guide you through the process, offering tailored recommendations to optimize your buyer’s journey and generate more referrals for your brand. Let’s get started on taking your brand to the next level!