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The State of Digital Employee Experience

7.2 Security 6.8 Business Apps 4.3 Device 7.5 Web Browsing 8.0 Productivity &Collaboration 6.4 DigitalExperience Score
Combined customer scores

The numbers are in. The inside view of 1.6M employees

The Nexthink DEX Score is the first metric to measure the modern digital employee experience (DEX). Already deployed to over 400 companies and 1.6M users, it rates the 6 key DEX performance areas from 1-10. Now, for the first time, Nexthink reveals the total combined view across all industries, along with the following key findings:

  • World’s biggest companies struggling most with Digital Employee Experience (DEX)
  • Device shortcomings are causing biggest user difficulties
  • Web browsing a key user frustration
Explore
the Score

At Toyota we are encouraged to always make fact-based decisions, and to get as much insight as possible into the results of those decisions. We are also committed to the concept of continuous, sustainable improvement. Benchmarking our users’ IT experience helps us better understand our position and measure our progress.”

Arnaud Pire | Toyota Motor Europe
Senior Manager IT, Service Delivery and Operations

Key Finding 1:

World's largest companies face biggest DEX challenge

Based on our data, the biggest companies (>20k) struggle most with the complexity involved in delivering a superior digital experience.

Overall Digital Experience Score (by company size)
<1k6.7
1k - 5k6.9
5k - 10k6.8
10k - 20k7.0
20k - 50k6.4
>50k5.8
Even though larger companies invest more in IT and have standardized workplaces, they struggle to effectively manage DEX.
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A better balance for bigger organizations

A lot of large organizations are seeking a more agile footing by investing in technologies that demand a rigorous update schedule, such as Windows 10 and Office 365. If you’ve got 3k devices, this can be a challenge to manage, but for the bigger organizations the slightest mistake during an update can have catastrophic repercussions for users. Greater estate visibility is crucial in these circumstances.

Device

Device registered the lowest total Score across all our categories, and the results for larger organizations were particularly poor.
Business Apps
The Business Apps category measures how quickly and smoothly users can launch and navigate their applications.
Security
While Security is a key priority for any organization, few if any IT support teams truly know the extent to which their OS, antivirus and Firewall impact or protect employees.
Web Browsing
Web Browsing is a particularly important category for many businesses. With most desktop apps moving online, employees expect to browse and navigate without delay or disruption.
Productivity & Collaboration
This category measures tools for modern work tasks and communication – like Outlook and MS Teams. Surprisingly, here too, the largest (>50k) suffer the most.

The data shows an inflection point on 20k and an inflection point on 50k: the bigger you are the harder it gets. It mirrors what we’ve observed for years – that poorly executed changes and errors can have an exponential impact on larger organizations.”

Mario Tarallo | Nexthink
Solutions Director

Key Finding 2:

Device difficulties lead to user experience struggles.

Nothing is more fundamental to a person’s digital experience than their device experience, yet it is precisely here that we see the most pressing need for improvement. In this section we drill down into two areas afflicting end users, and examine the simple steps IT can take once they can measure the issue.

4.3 Device
Hard resets/week
1+
0
14%

of end users required at least one hard reset a week

Turning your machine ‘off and on’ again by force is the ultimate expression of end-user frustration. And it’s a regular part of working life for many.

Logon duration
Average:
37.2s
< 5s
5s - 10s
10s - 40s
40s - 90s
> 90s
5%

of end users can log on to their operating system in less than 5 seconds

Logon durations can make a big difference to employee productivity. IT shouldn’t be forcing users to get a cup of coffee when they’re ready to work.

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You need complete visibility before you can solve Device issues.

It is crucial that IT support teams get the entire picture when it comes to device issues. For most organizations, logon times and hard resets are an unknown, unguessable quantity. With Nexthink, you can see where it’s happening, why it’s happening, and remediate the issue.

For instance, protracted logon times are often the result of outdated scripts installing software, implementing patches, or running some other superfluous process. Once you can see the issue, you have the chance to hand thousands of hours of productivity back to your colleagues almost instantly.

It’s a similar story around hard resets. These could be for any number of reasons, but only Nexthink customers can see the problem, travel back through time to find out the source, and solve it.

The ability to measure is something that’s extremely important to Toyota’s workplace culture. Nexthink’s combination of hard metrics with user sentiment is key to our being able to improve our employee’s digital satisfaction. We want to know that we’re making real improvements – reducing the number of crashes, for example – and affecting a difference to the end user’s perceptions.”

Arnaud Pire | Toyota Motor Europe
Senior Manager IT, Service Delivery and Operations

Key Finding 3:

The (fixable) web browser crash crisis.

In today’s digital workplace, the browser is the preferred medium for almost all professional services. But some aspects of browser performance are concerning.

7.5 Web Browsing
Browser freezes / week
1+
0
15%

of end users suffered at least one browser freeze per week

Give the growing prevalence of essential web-based applications, a freeze can be extremely disruptive.

Browser crashes / week
1+
0
10%

of end users suffered at least one browser crash per week

For companies with thousands of endpoints, this rate of failure can dramatically disrupt the employee experience!

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Employees should be confident online, all the time.

Today, our web browsers are the productivity tool par excellence – without web apps and their browsing capability, employees are left feeling isolated and inhibited.

Web browser disruption can have a very simple cause: a bad network, faulty firewall configuration, or even a less dependable browser selected by an individual employee or the organization at large.

Once you have visibility into the problem, and the capability of communicating easily and directly across the organization (whether to an individual or individuals) these problems can often be solved in seconds.

Why such a high failure rate around something as important as web browsing? Think of some other field – what if 1/10 trains or employees didn’t show up? It’s not good enough. We give our customers the ability to see the problem, and to react to it.”

Mario Tarallo | Nexthink
Solutions Director

About the Digital Experience Score

Imagine if you had a way to see exactly what IT issues are impacting your employees? And you had one view showing the issue diagnosis and a way to resolve it? And you had a one-click fix to take instant action?

The Digital Experience Score delivers this by combining hard metrics and user sentiment data to give immediate visibility and context of your employees experience across key areas.

About the Digital Experience Score

The Digital Experience Score measures the degree of satisfaction and efficiency of an aggregated end-user base as it relates to their interaction with the IT environment in the workplace; that is, their digital experience.

Nexthink excludes exposure to any Personal Data for purposes of developing the Digital Experience Scores — the data collection is of product intelligence and not customer information. In order to calculate the DEX, Nexthink technology collects and processes only non-Personal Data provided by its clients. No identifying usernames, device or other identifying data is accessed for the purposes of the DEX. All data is anonymized (i.e. excluding all Personal Data) at the point of collection and then aggregated and analyzed using our proprietary methodologies to establish a meaningful Digital Experience Score.

Future DEX Benchmarking reports will also be able to show trends over time, allow customers to benchmark by industry sector, and will include additional tools and business applications as the scope and size of data set is increased.

About Nexthink

Nexthink is the global leader in digital employee experience management. Our products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams meet the needs of the modern digital workplace.

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