The Digital Experience Score

Thousands of IT professionals wake up every morning focused on improving their employees’ digital experience at work. Even while our customers and their forward-thinking tech executives work tirelessly to improve that experience, many expressed frustration with their inability to show progress and success.

To address this problem, Nexthink recently launched the Digital Experience Score (or DEX Score), which combines hard data and end-user feedback to create a way for organizations to continuously measure and improve their digital workplace experiences. With this new system, organizations finally have a way to measure, benchmark, and improve digital employee experience with a defined set of metrics across workplace devices, collaboration and business services.

So how have our clients been doing?

Well, we interviewed customers that have implemented the DEX Score to gather feedback and findings across a variety of industries and scenario types. Here are a few interesting stories we wanted to share:

  • A global insurance company implemented our Digital Experience Score system with the goal of understanding whether IT upgrades and technology implementations were a success. Having this data in a common language and shared format enabled them to put all of their stakeholders and results on the same page. In particular, the Head of End-User Computing told us that his team used the DEX Score to measure the success of the company’s Windows 10 migration. His team was able to demonstrate that the project was a success in the countries where it was initially rolled out, denoted by high employee satisfaction sentiment scores. This gave the team the data points they needed to confidently push forward with their rollout globally.
  • An energy trading company used the Digital Experience Score to gage employee satisfaction with their technology. One unintended result was that the IT team also gained a better understanding of what type of IT investments were being made across its offices and whether those investments matched the true need of their employees. The IT team quickly discovered that certain offices—those responsible for non-trading activities like contract management and back office duties—were afforded more expensive IT resources (top-of-the-line laptops, extremely fast networks) than necessary to do their jobs. This information empowered the team to re-calibrate future investments and cut unnecessary expenses.
  • A government institution invested heavily in premium laptops and wanted to understand how employees were using them to gauge whether their investment improved work experience and productivity. It wasn’t until after implementing our Digital Experience Score system and gathering feedback, that they learned their employees were unsatisfied. This information triggered an investigation by the IT team which uncovered restrictive security and compliance measures that were hindering the productivity and satisfaction of employees. Without the score, IT leadership would have been unable to pinpoint the real issue triggering poor employee experience.
  • A major global player in telecommunications wanted to understand more about the digital employee experience across all of their offices. After administering the DEX Score they discovered that scores related to productivity and the ability to collaborate were low, indicating to the IT team that something was wrong. Armed with this information, the team was able to quickly identify that the cause of the problem was slow performance of office applications due to connection issues over the proxy. By successfully identifying the issue, the team quickly fixed it before the situation could escalate and disrupt their employees.

In an era where employee engagement and retention is so important to a company’s success (and bottom line), it is critically important to understand the employee work experience and any end-user problems that can hurt morale and limit productivity.

One customer put it best: “Implementing the scoring system enables us to focus on what really matters—how business services are experienced [from the employee’s perspective], not just whether they’re available.”

We’ll be sure to remain in touch and continue to share how our customers apply the Digital Experience Scoring system to improve their organizations.

Do you have any best practices to share? Should we talk to you next? Drop us a line here at any time and let us know about your experiences!