---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Define qualitative mapping for a metric

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Define 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://servicenow-prod.fluidtopics.net/bSwp6QHF4ncrt1jgBLZasQ "Learn how 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**   

* [Metric scores in Digital Experience Score​](https://servicenow-prod.fluidtopics.net/WE94bfti_2FP4HTTI5AyyQ "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.")  
**Related tasks**   

* [Customize metric definitions](https://servicenow-prod.fluidtopics.net/hhY48MsMSmBVsoPaFU8i5w "Customize the base system metric definitions based on your business requirements.")  
**Related reference**   

* [DEX Score metrics calculation](https://servicenow-prod.fluidtopics.net/qHG~iP3miHiAkSWp2VDHwg "Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.")

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