--- sourceDocument: Zurich IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Metric components # Metric scores in Digital Experience Score {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Metric scores in Digital Experience Score The Digital Experience Score (DEX) dashboard provides comprehensive visibility into employee interactions with devices and applications across your organization. It helps identify areas requiring investigation or improvement by measuring overall digital experience through quantitative and qualitative metrics. Show full answer Show less The Digital Experience Score is a composite metric derived from two key areas: Application Experience Score and Device Experience Score. ## Application Experience Score This score represents the average experience rating of DEX-monitored applications and is based on three main metrics: * **Application Health Metrics Score:** Evaluates application performance factors such as load time, response time, memory usage, and crashes. A high score reflects reliability and stability, while a low score signals the need for improvements like upgrades. * **User Sentiment Score:** Gathers employee feedback on ease of use, speed, and stability via surveys rated 1--5. High scores indicate satisfaction; low scores highlight usability issues. * **Service Experience Score:** Measures satisfaction with IT service desk support for application issues, focusing on response time and resolution quality. High scores suggest effective support; low scores reveal recurring problems and poor resolution. ## Device Experience Score This score reflects the average experience for DEX-monitored devices, based on similar categories: * **Device Health Metrics Score:** Assesses device performance indicators such as disk space, CPU usage, crashes, WiFi signal strength, and battery health. High scores indicate optimal device functionality; low scores suggest potential issues requiring attention. * **User Sentiment Score:** Captures employee satisfaction regarding device usability, speed, and storage through surveys rated 1--5. Higher scores show positive user experience, while lower scores point to usability problems. * **Service Experience Score:** Evaluates employee satisfaction with IT service desk handling of device-related problems, considering response times and support effectiveness. High scores mean quick, effective issue resolution; low scores indicate unresolved or recurring problems. ## Practical Benefits for ServiceNow Customers By monitoring these detailed metrics within the Digital Experience Score, ServiceNow customers can gain actionable insights into both application and device performance and user satisfaction. This enables targeted improvements to enhance employee productivity and satisfaction by addressing technical or support-related deficiencies promptly. 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 {#dexscr-dex-score-defs__section_tzq_fl2_zdc} 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. Figure 1. Digital Experience Score hierarchy ## Application experience score {#dexscr-dex-score-defs__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 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 {#dexscr-dex-score-defs__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/ShsJXwXKRU730sJ3qFmQuQ "Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.") * [DEX Score normalization for metric scores](https://www.servicenow.com/docs/wjiT48m3BCw3~sb4Z2Ou~w "Learn how normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.")