---
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


---

# Metric components

# Metric scores in Digital Experience Score {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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://servicenow-prod.fluidtopics.net/qHG~iP3miHiAkSWp2VDHwg "Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.")
* [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.")