Metric scores in Digital Experience Score
Summarize
Summary of Metric scores in Digital Experience Score
The Digital Experience Score (DEX) dashboard provides ServiceNow customers with comprehensive visibility into employees' digital experiences across devices and applications. This overall score helps identify areas requiring further investigation or action to improve employee satisfaction and productivity by measuring both qualitative and quantitative metrics.
Show less
Key Features
- Digital Experience Score: An aggregate score combining application experience and device experience scores to reflect the overall employee digital experience.
- Application Experience Score: Measures the average experience of monitored applications by evaluating three key metrics:
- Application Health Metrics Score: Assesses application performance factors such as load time, response time, memory usage, and crashes to indicate stability and reliability.
- User Sentiment Score: Captures employee satisfaction via surveys on ease of use, speed, and stability, rated on a 1–5 scale.
- Service Experience Score: Evaluates employee satisfaction with IT service desk support for application issues, considering response time and resolution quality.
- Device Experience Score: Measures the average experience of monitored devices through:
- Device Health Metrics Score: Assesses device performance indicators such as disk space, CPU usage, crashes, WiFi strength, and battery health.
- User Sentiment Score: Gathers employee feedback on device usability aspects like speed and storage via surveys rated 1–5.
- Service Experience Score: Measures satisfaction with IT service desk support for device-related issues, focusing on response time and effectiveness.
Key Outcomes
- Enables identification of application and device areas that require improvements or upgrades to enhance employee digital experience.
- Provides actionable insights into employee satisfaction levels with applications and devices, supporting data-driven decision-making for IT and HR teams.
- Highlights effectiveness of IT service desk in resolving issues related to applications and devices, helping to optimize support processes.
Learn more about the different qualitative and quantitative metrics in the Digital Experience Score dashboard, which provides end-to-end visibility into your employees' digital experiences.
Digital Experience Score
This metric measures the overall employee experience with devices and applications at work across your organization. This overall digital experience score helps you identify areas that need further investigation or action plans to address them.
This metric score is rolled up from the following two metric scores: Application experience score and Device experience score.
Application experience score
The application experience score is the average application experience score of DEX monitored applications. It considers the application health metrics, employee feedback, and service experience of applications.
- Application health metrics score
- This metric measures the performance and overall health of an application (both installed and web). It considers various factors like load time, response time, memory usage, and crashes to provide a comprehensive view of how
well the application is working.
A high application health metrics score indicates reliable and stable application, leading to employee satisfaction. A low score indicates areas for improvement, like upgrading it to a newer version.
- User sentiment score
- This metric measures employee satisfaction with the application and identifies areas for improvement. These metrics are collected on a rating scale of 1—5 through application and device surveys sent to employees. It
considers factors like ease of use, speed, and stability of the application.
A high user sentiment score indicates that the application is working well and employees are satisfied using it. A low score indicates usability issues and lower usage.
- Service experience score
- This metric measures employee satisfaction with the IT service desk's handling of application-related issues. It considers factors like response time and the quality of the support in resolving issues.
A high service experience score indicates that the service desk provides quick and effective issue resolution, leading to employee satisfaction. A low score indicates recurring issues in the application and ineffective resolution.
Device experience score
The device experience score is the average device experience score of DEX monitored devices. It considers the device health metrics, employee feedback, and service experience of device OS groups.
- Device health metrics score
- This metric measures the performance and overall health of a device. It considers various factors like disk space, CPU usage, device crashes, WiFi signal strength, and battery health to provide a comprehensive view of how
well the device is working.
A high device health metrics score indicates that the device is functioning optimally and is in good health, leading to employee satisfaction. A low score indicates potential problems or areas for improvement, like increasing storage or replacing the battery.
- User sentiment score
- This metric measures employee satisfaction with the device and identifies areas for improvement. These metrics are collected on a rating scale of 1—5 through application and device surveys sent to employees. It considers
factors like ease of use, speed, and storage of the device.
A high user sentiment score indicates that the device is working well and employees are satisfied using it. A low score indicates usability issues and potential problems.
- Service experience score
- This metric measures employee satisfaction with the IT service desk's handling of device-related issues. It considers factors like response time and the quality of the support in resolving issues.
A high service experience score indicates that the service desk provides quick and effective issue resolution, leading to employee satisfaction. A low score indicates recurring issues in the device and ineffective resolution.