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sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

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ft:publication_title :

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# Define qualitative mapping for a metric

# Define qualitative mapping for a DEX Score metric {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define the mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.

## Before you begin

Role required: sn_dex_score.digital_workplace_leader

## Procedure

1. Navigate to AllDigital Experience ScoreQualitative Metric Score Mapping.
2. From the Qualitative Metric Score Mappings page, open a metric record using one of the following options.
   * Hover over the metric name, select the Preview icon ![]() next to it, and then select Open Record on the preview pop-up.
   * Select a number in the Normalized score column.
   {#dexscr-define-qlty-metric-score-mapping__choices_ajd_2lf_jgc}
3. In the form, customize the metric mapping details.  
   {#dexscr-define-qlty-metric-score-mapping__table_atw_ygm_wdc__entry__2}

   | Field | Description |
   |-|-|
   | Metric | Name of the metric for which the qualitative mapping is to be set. For example, Battery health. |
   | Normalized score | Normalized score for the metric. This score is in the range 1--100 and maps to a performance category. For example, 45. For information about how normalized scores are calculated, see [DEX Score normalization for metric scores](https://www.servicenow.com/docs/IsxfT9gA6J96JW6CiCtKzg "Normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics."). |
   | Qualitative value | Performance category such as Poor, Moderate, or Good that you can map to a normalized score. For example, you can map a normalized score of 45 to the Poor category and a score of 75 to the Moderate category, for the Battery health metric. |
   [Table 1. Qualitative Metric Score Mapping form]

   {#dexscr-define-qlty-metric-score-mapping__table_atw_ygm_wdc}
4. Select Update.
**Related concepts**   

* [Digital Experience Score​](https://www.servicenow.com/docs/Mw88k74kQ_mIU7Q~DvseHw "Digital Experience Score​ (DEX Score) provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience.")  
**Related tasks**   

* [Customize metric definitions](https://www.servicenow.com/docs/mKU4vwO2mIhz4AvrIvL5Iw "Customize the base system metric definitions based on your business requirements.")  
**Related reference**   

* [DEX Score metrics calculation](https://www.servicenow.com/docs/eFXRYsP_uyl~3GP52Z_Ssw "Metric values in the Digital Experience Score​ dashboard are calculated as weighted averages of device, application, user sentiment, and service experience scores.")

*[\>]: and then