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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Track individual application experience scores

# Track experience scores of an individual application {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Track and drill down into the quantitative and qualitative data of an application's metrics to gain a comprehensive view into employee experiences of using it.

## Before you begin

Role required: sn_dex_score.digital_workplace_leader or sn_dex_score.dashboard_user

## Procedure

1. Navigate to AllDigital Experience ScoreDashboard.
2. On the Digital Experience Overview page, determine the time period for which you want to review the experience scores.
   1. Either accept the default period Weekly or select Monthly from the drop-down list.
   2. Either accept the default values for the current week or month or select a different value from the drop-down list.

   {#dexscr-track-application-experience__substeps_vpz_v3f_cfc}  
   For more information about data collection and when the data is available on the dashboard, see [Data collection frequency for DEX Score metrics](https://servicenow-prod.fluidtopics.net/jsBYd1~x0gfvebyAs6yhBw "Application and device health metrics are collected daily, weekly, and monthly from employees' devices, imported into the ServiceNow instance, and displayed on the Digital Experience Score​ dashboard.").
3. **Optional:** Display the values for a specific location by starting to type the location in the search field and selecting it from the drop-down list.
4. Select the Application experience tile.
5. On the Application Experience Overview page in the Application by experience section, access a list of applications by selecting either a number in the No. of applications column or the View all applications link.  
6. Review the experience scores for an application to assess application performance and possible areas of improvement.
   1. On the Applications list page, select either the Installed applications or Web applications tab.
   2. Select an application from the Application name column.
   3. **Optional:** On the application experience score overview page, display background information on the metrics by selecting the See how it's calculated link:  
      * Definitions of scores
      * How the experience score is calculated
      * How normalized scores for application metrics are calculated
      {#dexscr-track-application-experience__ul_mcw_fx4_cfc}
   4. View application health, employee feedback, and service experience scores.  
      {#dexscr-track-application-experience__table_rsl_f1p_cfc__entry__2}

      | Tab | Description |
      |-|-|
      | Application health metrics | The application's performance and overall health. Application health metrics are categorized as Good, Average, or Poor. The All application health metrics section provides access to a list of corresponding metrics, metric values and scores, and devices that have average or poor metric values for the selected health category. The Suboptimal devices column displays links to device lists with average or poor metric values. By selecting the Show device list link, you can access the application metric device list page. This page shows the list of devices that have poor or average metric scores, and the metric performance statistics. You can also view device health details by selecting a device name in the Device column. For more information, see [Device health page](https://servicenow-prod.fluidtopics.net/hGc6JnqvKMB9219Ng_UMfQ "The health of a device includes critical device specifics like type, name, OS, model, location, and CPU. Additionally, it includes metrics like device and battery health, events from the last 24 hours, OS details, pending updates, incident, and alert specifics."). |
      | User sentiment | Employee satisfaction received as responses to surveys sent to them periodically. Identify what is going well for employees and possible areas for improvement for the application. |
      | Service experience | Employee satisfaction with the service desk's quality and speed of support for the application, shown through the number of incidents and outages and service level agreement (SLA) KPIs. Service experience is categorized as Good, Average, or Poor. Selecting a health category in this section displays a list of corresponding metrics and their values. |
      [Table 1. Application Experience Overview page]

      {#dexscr-track-application-experience__table_rsl_f1p_cfc}
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7. Review application experience scores by device to identify device-specific performance issues.
   1. On the Applications list page, select the number in the No. of devices column for an application.
   2. On the application device list page, view the names of devices on which the application is installed and the application experience score for each device.
   3. **Optional:** View device health details by selecting a device name in the Device column.  
      For more information about the device health page, see [Device health page](https://servicenow-prod.fluidtopics.net/hGc6JnqvKMB9219Ng_UMfQ "The health of a device includes critical device specifics like type, name, OS, model, location, and CPU. Additionally, it includes metrics like device and battery health, events from the last 24 hours, OS details, pending updates, incident, and alert specifics.").
   {#dexscr-track-application-experience__substeps_rw3_31p_cfc}
**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**   

* [Track application experience scores](https://servicenow-prod.fluidtopics.net/Grxr3z7iXzcjthAJA6vDDw "Track and drill down into the quantitative and qualitative data on the Digital Experience Score​ dashboard to gain a comprehensive view into employee experiences of using work applications.")
* [Track device experience score](https://servicenow-prod.fluidtopics.net/m6WrJ0HB~yUZOqyeytmfaw "Track and drill down into the quantitative and qualitative data on the Digital Experience Score​ dashboard to gain a comprehensive view into employee experiences of using work devices.")  
**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.")

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