I have seen some companies define KPIs for their UX efforts based on metrics like the Net Promoter Score (NPS). However, having worked with many qualitative and quantitative metrics to try and model the overall UX for a product or service, it seems that the NPS is very much a sales and marketing driven metric, and that the part of UX it best represents is probably the utility (i.e. usefulness) of the product/service.
Looking at a simplified description of UX as being the usability, utility and engagement of the user when interacting with the product or service, can it be argued that the NPS is possibility more representative of the utility of the product or service since it is the most likely reason that someone would recommend it to another person.
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