Understanding the impact of digital employee experience allows IT leaders to get a sense of the maturity of their organization, set goals and drive improvements based not on trial and error, but on clear evidence derived from organizational data. Such improvements correlate with increased productivity, reduced costs, improved agility, reduced attrition and reduced time to market. The DEX score is a key indicator that enables IT leaders to:
Understand how, when and why they need to improve DEX using factual data.
Listen to the voices of employees while monitoring hard metrics.
Benchmark with outside organizations or internally, for example by using one region against another.
Set the basis for Xperience Level Agreement (XLA*).
Structure of the DEX score
The DEX score is a solution primarily focused on employees, not their devices, to unlock proper DEX management. The system computes the combined score based on the Technology and Sentiment scores.
The Technology score captures various moments of the digital experience of employees over a period of time. External factors, such as changes pushed to production, VPN connection issues, or interactions through web applications, can affect employee behavior and work habits.
Nexthink quantifies the levels of digital experience by capturing these moments, analyzing them and assigning them a level of experience as good (green), average (yellow) and frustrating (red).
The Technology score includes three subscores:
Endpoint score: The Endpoint score reflects the ability of employees to start and use their device on specific operating systems without interruption (device reliability) and with good response times (device performance).
Applications score: The Applications score reflects the ability of employees to use their applications smoothly and with good response time.
Collaboration score: The Collaboration score reflects the ability of employees to use collaboration applications, such as Microsoft Teams and Zoom.
Refer to the Computation of the Technology score section for more information.
The data that forms the Sentiment score is collected through a DEX campaign. The Sentiment score is computed based on an employee's reply to an opinion scale question about the employee’s satisfaction with IT.
Refer to the Computation of the Sentiment score section for more information.
Combined DEX score
The DEX score combines Technology and Sentiment scores to represent employee satisfaction and technology performance data.
The DEX score and its subscores are calculated daily and use the following mapping for the score values:
Frustrating: 0-30 (red)
Average: 31- 70 (yellow)
Good: 71-100 (green)
Refer to the Computation of the DEX score documentation (available to Nexthink Community users) for more information.
The color-coded DEX scores are visible in the Digital Experience module.
Baselining the DEX score
Baselining the DEX score to adapt it to your organization ensures that the system reports relevant priorities through Digital Experience and tailored data for a specific customer environment. Refer to the Digital Experience Score Management documentation for more information.
Nexthink Professional Services and Nexthink Certified Partners can assist you with tailoring the DEX score to your organization’s needs.
*XLA is a registered trademark of Giarte Media Group B.V.