UX metrics alternatives to NPS: a systematic literature review

Abstract

This paper, part of research for a master's degree, presents a systematic literature review (SLR) on adopting user experience summary metrics for software, calculated by collecting self-reported data from users via standardized questionnaires. Twenty studies were selected from 225 pre-selected papers in the bases chosen for consultation, which led to the identification of 39 metrics. The main objective of this study is to analyze, among the summary metrics of a quantitative nature identified, those that can be used as alternatives to the Net Promoter Score (NPS) metric, often adopted in organizations to measure aspects of user experience in the use of software, especially usability and its component user satisfaction. As secondary objectives, this study aims to analyze the suitability of the NPS metric for measuring user experience factors, discuss the use of summary metrics for this measurement, and point paths for future research.