Using the Benchmark dashboard
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All Nexthink users with the Experience Central expansion product can monitor the DEX score in the enabled Digital Experience module.
If you do not have an Experience Central license, you can still configure the DEX score and monitor it using the Live Dashboards module. Contact your Nexthink representative for more information.
The Benchmark dashboard compares various industries to your organization, from their DEX score distribution to the metrics used in the score computation.
To access the Benchmark dashboard:
Select the Digital Experience module from the main menu. By default, the system navigates to the Overview page.
Click on the Benchmark tab.
To configure a benchmark:
Click on the Configure benchmark option on the left side of the page, OR select the Configure benchmark option from the action menu in the top-right corner of the page.
Select a relevant industry from the list.
Click Save configuration.
Drill down into the benchmarking data by comparing:
The data from a specific industry at the time.
The number of anonymized companies that are part of the selected industry.
The system refreshes industry benchmarking data weekly.
The Percentage of companies by DEX score shows the distribution of the DEX score for the selected industry. It displays the percentage of companies grouped by DEX score ranges.
The Benchmark dashboard displays the details of the DEX score of the organization next to the industry average on the right side of the panel.
Even if your organization appears to underperform in certain areas compared to others, your performance may still be suitable and strong.
Therefore, use benchmarking insights alongside the Overview dashboard tab to prioritize issues that genuinely affect your digital experience, while also identifying areas where the industry excels.
The system computes most benchmark metrics based on the mean value of the metric per device to represent what is typical for the selected industry. However, due to unique metric distributions, the system bases the benchmark values for Application crashes and Application freezes on the median value of the metric per customer for the selected industry.
Key benchmarks contain a list of metrics used in the computation of the DEX score. These metrics have the biggest variance with the selected industry. The system selects the top three metrics that represent the highest or lowest ratio between the metric values of your company and the selected industry. Note that it focuses only on metrics falling in the lagging and leading categories and excludes metrics from the normal category - see the section below for more details about these categories. The Top leading metrics column contains a list of the top-performing metrics, and the Top lagging metrics column contains a list of underperforming metrics.
Click on the action menu of a specific metric to drill down to a list of lagging devices or, when available, access a dashboard to troubleshoot the metric.
The following is a broader list of benchmarked metrics used in the computation of the DEX score:
Metric: Name of metric.
Description: How the system computes the metric.
My company: Average value of your company. The system provides an indicative label based on the following criteria:
Leading: The metric value of your company is more than 5% better than the metric value of the selected industry.
Lagging: The metric value of your company is more than 5% worse than the metric value of the selected industry.
Normal: The metric value of your company falls within ±5% of the metric value of the selected industry.
All companies: Average metric value of the selected industry.
% of lagging devices: The percentage of devices in your company that are worse than the metric value of the selected industry.
Hover over each table cell in the % lagging devices in my company and click on the action menu to drill down to a list of lagging devices or, when available, access a dashboard to troubleshoot the metric.
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