DEX Score metrics calculation

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of DEX Score metrics calculation

    The Digital Experience Score (DEX Score) provides a comprehensive measure of employee digital experience by combining device and application experience scores. These scores help ServiceNow customers understand overall digital health and user satisfaction within their environment, enabling informed decision-making to improve IT service delivery.

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    Key Features

    • Digital Experience Score Calculation: This score is a weighted average of device experience and application experience scores across all employees, rounded to the nearest whole number. Scores are classified as Good (>75), Average (45-75), or Poor (<45).
    • Application Experience Score: Calculated as a weighted average of three components:
      • Application health metrics (e.g., CPU usage, memory usage, crash reports)
      • User sentiment (based on user feedback)
      • Service experience (incident resolution metrics)
      The application experience score uses weighted contributions of these factors and is also categorized as Good, Average, or Poor.
    • Device Experience Score: Calculated similarly to application experience but focuses on device groups. It averages:
      • Device health metrics (normalized scores for device groups)
      • User sentiment from device user feedback
      • Service experience based on incident resolution for devices
      This score follows the same classification scale.

    Key Outcomes

    • Enables ServiceNow customers to quantify and monitor digital experience quality at both device and application levels.
    • Supports targeted improvements by identifying areas with lower scores, such as device health or user sentiment.
    • Facilitates benchmarking of IT service performance using standardized weighted averages and clear classification of experience quality.

    Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.

    Calculating the digital experience score

    Digital experience score is the weighted average of device experience score and application experience score for all employees. The formula used to calculate the digital experience score is:

    Formula
    Weighted Average = Sum of (Score * Weight) / Sum of Weights
    where,
    • Score: Device experience score and application experience score
    • Weight: Weight given to each contributing factor's score
    This score is rounded off to the nearest whole number.
    Score range definition
    The following defines the score range and its corresponding classification:
    • Good if the score is greater than 75
    • Average if the score is from 45 through 75
    • Poor if the score is less than 45
    Example
    Consider the following values for the contributing factors:
    • Application experience: Score = 55 and Weight = 50
    • Device experience: Score = 54 and Weight = 50
    Then the overall digital experience score is calculated as:

    Digital experience score = (55x50 + 54x50)/ (50+50) = 54

    Calculating the application experience score

    Application experience score is calculated as the average of the experience scores of all the applications. The experience score of an individual application is calculated by combining three scores: application health metric, user sentiment, and service experience. Each of these scores is given a weight, and then they're averaged together. The formula for the application experience score is:
    Formula
    Weighted Average = Sum of (Score * Weight) / Sum of Weights
    where,
    • Score: Application health metrics score, user sentiment score, and service experience score
    • Weight: Weight given to each contributing factor's score
    Score range definition
    The following defines the score range and its corresponding classification:
    • Good if the score is greater than 75
    • Average if the score is from 45 through 75
    • Poor if the score is less than 45
    Example
    Consider the following values for the contributing factors:
    Contributing factor Score Weight
    Application health metrics 55/100 50
    User sentiment 58/100 30
    Service experience 72/100 20
    Then the application experience score is calculated as:

    Application experience score = (55x50 + 58x30 + 72x20) / (50+30+20) = 59 (rounded off).

    Calculating the device experience score

    Device experience score is calculated as the average of the experience scores of all the devices across all device groups. The experience score of an individual device is calculated by combining three scores: device health, user sentiment, and service experience. Each of these scores is given a weight, and then they're averaged together. 
The formula for the device experience score is:
    Formula
    Weighted Average = Sum of (Score * Weight) / Sum of Weights
    where,
    • Score: Device health metrics score, user sentiment score, and service experience score
    • Weight: Weight given to each contributing factor's score
    Score range definition
    The following defines the score range and its corresponding classification:
    • Good if the score is greater than 75
    • Average if the score is from 45 through 75
    • Poor if the score is less than 45
    Example
    Consider the following values for the contributing factors:
    Contributing factor Score Weight
    Device health metrics 64/100 50
    User sentiment 68/100 30
    Service experience 70/100 20
    Then the device experience score is calculated as:

    Device experience score = (64x50 + 68x30 + 70x20) / (50+30+20) = 66 (rounded off).

    Application experience metrics

    Table 1. Metrics definition: Application metrics
    Metric Description
    Application health metrics score An application's health metrics score is a weighted average of the normalized values of multiple metrics, including CPU usage, memory usage, and crash reports. These metrics are tracked across all relevant devices.
    User sentiment score An application's user sentiment score is the average of the normalized sentiment scores obtained from user feedback collected for that application.
    Service experience score​ The service experience score​ for an application is the weighted ​average of​ normalized​ incident metric scores based on all the incidents resolved for the application.

    Device experience metrics

    Table 2. Metrics definition: Device metrics
    Metric Description
    Device health metrics score​ The device health metrics score​ for each device group is computed as the weighted average of all normalized metric scores of that device group.
    User sentiment score The user sentiment score​ for each device group is the average of the normalized sentiment scores. The scores are collected from user feedback for the devices in the group.
    Service experience score​ The service experience score​ for each device group is the weighted ​average of​ normalized​ incident metric scores. The scores are based on all the incidents resolved for the devices in the group.