DEX Score metrics calculation

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of DEX Score metrics calculation

    The Digital Experience Score (DEX Score) quantifies the overall digital experience of employees by combining device and application experience scores into a single weighted average. This score helps ServiceNow customers assess the health and satisfaction related to devices and applications used within their organization.

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    Key Features

    • Digital Experience Score Calculation: The digital experience score is calculated using a weighted average formula that combines the device experience score and application experience score, each assigned specific weights. The final score is rounded to the nearest whole number.
    • Score Classification: Scores are classified as Good (>75), Average (45–75), or Poor (<45) to quickly identify experience quality.
    • Application Experience Score: This score averages the experience scores of all applications. Each application’s score is derived from a weighted average of three factors:
      • Application health metrics (e.g., CPU usage, memory usage, crash reports)
      • User sentiment from feedback
      • Service experience based on incident resolution metrics
    • Device Experience Score: Similarly, device experience is calculated by averaging all device scores across device groups. An individual device’s score is a weighted average of:
      • Device health metrics
      • User sentiment
      • Service experience from incident metrics

    Key Outcomes

    • ServiceNow customers can use the DEX Score dashboard to monitor and understand the overall digital experience within their organization, enabling targeted improvements.
    • By breaking down scores into device and application components, customers can identify specific areas (e.g., application health or device user sentiment) requiring attention.
    • The weighted scoring and clear classification scheme support data-driven decision-making to enhance employee productivity and satisfaction.

    Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.

    Calculating the digital experience score

    Digital experience score is the weighted average of device experience score and application experience score for all employees. The formula used to calculate the digital experience score is:

    Formula
    Weighted Average = Sum of (Score * Weight) / Sum of Weights
    where,
    • Score: Device experience score and application experience score
    • Weight: Weight given to each contributing factor's score
    This score is rounded off to the nearest whole number.
    Score range definition
    The following defines the score range and its corresponding classification:
    • Good if the score is greater than 75
    • Average if the score is from 45 through 75
    • Poor if the score is less than 45
    Example
    Consider the following values for the contributing factors:
    • Application experience: Score = 55 and Weight = 50
    • Device experience: Score = 54 and Weight = 50
    Then the overall digital experience score is calculated as:

    Digital experience score = (55x50 + 54x50)/ (50+50) = 54

    Calculating the application experience score

    Application experience score is calculated as the average of the experience scores of all the applications. The experience score of an individual application is calculated by combining three scores: application health metric, user sentiment, and service experience. Each of these scores is given a weight, and then they're averaged together. The formula for the application experience score is:
    Formula
    Weighted Average = Sum of (Score * Weight) / Sum of Weights
    where,
    • Score: Application health metrics score, user sentiment score, and service experience score
    • Weight: Weight given to each contributing factor's score
    Score range definition
    The following defines the score range and its corresponding classification:
    • Good if the score is greater than 75
    • Average if the score is from 45 through 75
    • Poor if the score is less than 45
    Example
    Consider the following values for the contributing factors:
    Contributing factor Score Weight
    Application health metrics 55/100 50
    User sentiment 58/100 30
    Service experience 72/100 20
    Then the application experience score is calculated as:

    Application experience score = (55x50 + 58x30 + 72x20) / (50+30+20) = 59 (rounded off).

    Calculating the device experience score

    Device experience score is calculated as the average of the experience scores of all the devices across all device groups. The experience score of an individual device is calculated by combining three scores: device health, user sentiment, and service experience. Each of these scores is given a weight, and then they're averaged together. 
The formula for the device experience score is:
    Formula
    Weighted Average = Sum of (Score * Weight) / Sum of Weights
    where,
    • Score: Device health metrics score, user sentiment score, and service experience score
    • Weight: Weight given to each contributing factor's score
    Score range definition
    The following defines the score range and its corresponding classification:
    • Good if the score is greater than 75
    • Average if the score is from 45 through 75
    • Poor if the score is less than 45
    Example
    Consider the following values for the contributing factors:
    Contributing factor Score Weight
    Device health metrics 64/100 50
    User sentiment 68/100 30
    Service experience 70/100 20
    Then the device experience score is calculated as:

    Device experience score = (64x50 + 68x30 + 70x20) / (50+30+20) = 66 (rounded off).

    Application experience metrics

    Table 1. Metrics definition: Application metrics
    Metric Description
    Application health metrics score An application's health metrics score is a weighted average of the normalized values of multiple metrics, including CPU usage, memory usage, and crash reports. These metrics are tracked across all relevant devices.
    User sentiment score An application's user sentiment score is the average of the normalized sentiment scores obtained from user feedback collected for that application.
    Service experience score​ The service experience score​ for an application is the weighted ​average of​ normalized​ incident metric scores based on all the incidents resolved for the application.

    Device experience metrics

    Table 2. Metrics definition: Device metrics
    Metric Description
    Device health metrics score​ The device health metrics score​ for each device group is computed as the weighted average of all normalized metric scores of that device group.
    User sentiment score The user sentiment score​ for each device group is the average of the normalized sentiment scores. The scores are collected from user feedback for the devices in the group.
    Service experience score​ The service experience score​ for each device group is the weighted ​average of​ normalized​ incident metric scores. The scores are based on all the incidents resolved for the devices in the group.