Digital Experience Score

Contents

Digital Experience Score

Overview

The Digital Employee Experience can be defined as the ability of an employee to get things done by interacting with the IT environment in a safe and enjoyable manner.

By combining user sentiment with hard data retrieved from the endpoints, the Digital Experience Score provides a simple yet actionable way to both monitor the real experience of the employees with their digital workplace and identify opportunities for improvements, which might lead to increased productivity, reduced costs, reduced attrition and reduced time to market. The Digital Experience Score assesses six areas impacting the digital employee experience:

  • Device
  • Web browsing
  • Business applications
  • Productivity & collaboration tools
  • Security
  • Overall employee satisfaction

The Digital Experience Score implements each one of these areas as a subscore:

DigitalExperienceScoreStructure.png

All subscores (except for Employee satisfaction) give an objective measure of the digital experience with hard metrics obtained from the Collector. In addition, if Nexthink Engage is enabled, each score provides the subjective view of the employee as sentiment data.

The Digital Experience Score is thus available in the Nexthink Library in two versions: the full version with sentiment data and the version with hard metrics only.

Hard metrics in the Digital Experience Score

The objective part of the subscores that compose the Digital Experience Score are based on the following metrics of the NXQL Data Model:

Digital Experience Subscore Data model metric
Device Score
Boot speed
average_boot_duration
Logon duration
average_logon_duration
BSOD
number_of_errors
Hard resets
number_of_errors
System free space
system_drive_free_space
CPU usage
high_device_overall_cpu_time_ratio
Memory usage
high_device_memory_time_ratio
Web Browsing Score
Browser
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Internal destinations
Web req duration
average_request_duration
Network resp. time
average_network_response_time
External destinations
Web req duration
average_request_duration
Network resp. time
average_network_response_time
Business apps Score
App (desktop)
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Connectivity
successful_connections_ratio
Network resp. time
average_network_response_time
App (web)
Web req. duration
average_request_duration
Network resp. time
average_network_response_time
Productivity & collaboration Score
Word
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Excel
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
PowerPoint
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Outlook
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Connectivity
successful_connections_ratio
Network resp. time
average_network_response_time
OneNote
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
SharePoint
Web req. duration
average_request_duration
Network resp.
time average_network_response_time
Teams
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Connectivity
successful_connections_ratio
Network resp. time
average_network_response_time
OneDrive
Crashes
application_crash_ratio
Freezes
application_not_responding_event_ratio
Connectivity
successful_connections_ratio
Network resp. time
average_network_response_time
Security score
AV RTP status
antivirus_rtp
AV signatures status
antivirus_up_to_date
Firewall RTP status
firewall_rtp
High threat domains
number_of_web_requests
High threat binaries
number_of_executions

Benchmarking the Digital Experience Score

Starting from V6.21, a minimal set of components from the Digital Experience Score are embedded in the product to provide anonymized benchmark data to Nexthink Cloud Intelligence.

Thanks to the quarterly reports offered by Nexthink Customer Success Services, compare the Digital Experience Score of your company to the average score of other companies in the same or in different industries. Know where your company stands regarding employee experience and look for the areas where you need improvement.