Why experience scoring is critical to DEX
Proactive IT begins with timely detection and resolution. In DEX Manager Plus, this begins with a robust framework of real-time alerts and automated workflows that help you resolve performance issues before they disrupt productivity. But not all experience issues trigger alerts. To truly understand the digital employee experience (DEX), you need to assess performance continuously beyond alerts.
That’s where an experience score becomes essential.
It acts as a measurement layer that captures broader performance issues like gradual device degradation or slow performance that may not cross alert thresholds but still affect productivity and experience.
By consolidating telemetry across device health, performance, and application usage, into a single, unified score, IT teams can consistently monitor, compare, and improve the digital experience at scale.
This score forms the basis for
- Setting experience standards: Define what a “good” digital experience looks like across teams, roles, and regions based on metrics that matter to your organization.
- Broadening visibility beyond real-time alerts: Use the score to assess areas where the experience may be gradually degrading or underperforming, even if they didn’t trigger individual alerts.
- Measuring impact over time: Monitor how experience scores evolve after updates, policy changes, or hardware refreshes, demonstrating the effectiveness of IT initiatives.
- Aligning IT with business outcomes: Bridge the gap between technical performance and business outcomes by mapping experience metrics to employee productivity and satisfaction.
A score that reflects what matters
Measuring DEX isn’t about tracking every possible metric; it’s about measuring the right things. That’s why all the in-depth telemetry collected from endpoints is categorized into four core experience categories, each designed to capture a critical aspect of DEX. Within each category, there are multiple parameters, such as boot time, CPU usage, app crash frequency, and network reliability that collectively shape the overall experience score.
Every parameter comes with a fully customizable threshold, allowing you to define what "healthy" or "good" means in your environment. For example, you can set boot times to trigger a degradation score if they exceed 45 seconds or flag devices when disk usage crosses 80%.
These fully configurable thresholds give you the precision, control, and flexibility to align experience measurement with your organization's unique performance expectations and operational realities.
In addition to quantitative telemetry, employee sentiment adds a critical qualitative dimension to experience scoring. Using the Engage option within workflows, IT teams can interact directly with end users at key moments, such as after a device issue, remediation action, or performance anomaly, to capture feedback on how the device is actually performing from the user’s perspective. This contextual sentiment data helps validate whether a technical fix truly resolved the problem or if the user continues to experience friction. By combining system-generated metrics with real user feedback, organizations can create a more balanced and accurate experience score that reflects not just what the device reports, but how the experience is perceived by the employee.
Shape your experience score
Not all environments are the same, and neither are the definitions of a “good” digital experience. What matters in a high-performance engineering workstation may not apply to a sales laptop in the field. That’s why our experience scoring is fully customizable, giving you control over what to measure, how much it matters, and what to ignore.
You can fine-tune scoring at multiple levels to ensure it accurately reflects your organization’s priorities:
- Customize thresholds for individual parameters:Every parameter used to calculate the experience score comes with a configurable threshold. You can define what acceptable looks like in your environment by setting threshold values that reflect your team’s operational expectations.
- Assign and adjust weightage for individual parameters within each category:You can control how much each parameter contributes to the overall experience score. If certain metrics carry more significance in your context, you can increase their weight. Similarly, if others are less relevant, their impact can be minimized.For instance, within device performance, you may decide that CPU usage matters less than boot time or memory saturation. Example: CPU usage = 10%, boot time = 20%, crash frequency = 25% If certain metrics such as free disk space aren’t relevant in your environment, you can reduce their influence or exclude them entirely by disabling the particular metric or setting its weightage to minimum.
- Define the weightage of each experience category:In addition to fine-tuning individual metrics, you can also modify how much influence each experience category (like device performance, application reliability, or responsiveness) has on the total experience score. Example: Device performance = 30%, application reliability = 25%
This level of flexibility helps you adapt scoring to suit your unique organizational needs, from devices and user roles to broader business priorities, while enabling score measurement at every level, from individual endpoints to departments and the organization as a whole. Whether you're managing thousands of remote endpoints or operating within a tightly controlled office setup, your experience scores will be grounded in the metrics that matter most in your environment.
Experience Baseline
An experience baseline score serves as your organization’s digital performance threshold and a minimum standard that every user, application, and endpoint should meet to ensure smooth, reliable, and consistent digital operations. Without this baseline, IT teams lack a unified reference point, making it difficult to assess progress, spot performance degradation, or maintain consistent experience.
DEX Manager Plus makes setting this baseline simple. Define a score that reflects your acceptable experience threshold and it becomes your benchmark for evaluating every device, user, or region across your organization. A score above the baseline indicates a healthy, optimized experience, and a score below it signals degradation, enabling the IT team to focus on improving the experience, not interpreting the data.
Benchmarking
Benchmarking elevates experience scoring by putting results into context. It transforms raw telemetry into strategic insights, enabling your IT team to move from isolated score interpretation to pattern recognition, cross-group comparisons, and continuous optimization.
With DEX Manager Plus' built-in benchmarking capabilities, you can analyze and compare experience scores and trends across different teams, departments, and locations within the organization.