---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Digital Experience Score

# Digital Experience Score {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
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.

The DEX Score 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.

The video provides an overview of the DEX Score application, highlighting its key features and how it enhances the digital experience of
employees in an organization.

## DEX Score metric components {#digital-experience-score-overview__section_zsr_y5j_fkc}

DEX Score is rolled up from the following two metric scores: application experience score and device experience
score.
Figure 1. Digital Experience Score hierarchy

## Application experience score {#digital-experience-score-overview__section_mbr_fl2_zdc}

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 a 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 {#digital-experience-score-overview__section_uzq_fl2_zdc}

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.

**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.")
* [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.")