There are some very detailed discussions about the validity of the NPS. But the take home message is that you can't really improve what you can't measure effectively, so it is still important to come up with metrics (preferably from a number of different sources).
One of the key recommendations is to change the question from whether you would recommend the product to something else. I was wondering whether anyone has tried this and what the result was?
UPDATE: Since I first asked this question many years ago, there have been more recent articles talking about the gaps in the NPS score and how other metrics can be used to fill in this like the Customer Effort Score and how it compares to the NPS score.
Are there more recent studies or research to support a more holistic measure of customer experience? Are there alternative frameworks for measuring user experience out there not covered in this list?
Currently the list of key metrics include:
- CSAT: Customer Satisfaction Score
- NPS: Net Promoter Score
- SUPR-Q: Standardized User Experience Percentile Rank Questionnaire
- SUS: System Usability Scale
- TPI: Task Performance Indicator
- HEART Framework: a number of metrics combined - apparently used by Google
NEW: Just read about the USER framework by VMWare, which addressed some of the commonly asked questions about Google's HEART framework