Introduction
The digital Experience Score in the HP Workforce Experience Platform (WXP) is a key metric that measures the overall digital experience of your employees. It combines data from device health, system performance, reliability, and employee interaction with their workplace technology. The Experience Score falls into categories, such as:
- Great = 85 to 100
- Fair = 55 to 84
- Poor = 0 to 54
This article provides a detailed overview of Experience Score calculation based on subscription plans, scoring methods, common use cases, and troubleshooting and FAQs.
Key Benefits
- Unified score with customizable metrics: Track digital experience using a single, easy-to-understand score that reflects multiple performance indicators. Customize the score by omitting non-relevant KPIs.
- Real-time and historical insights: Access sub-scores that update in real time. However, the overall score refreshes every 24 hours. Monitor trends over time and evaluate performance against industry benchmarks.
- Comprehensive performance monitoring: Track key metrics across device health, security, operating system performance, network reliability, application experience, and collaboration tools to ensure optimal user experiences.
- Sentiment and behavior-based insights (Pro & Elite plans): Combine employee feedback with technical telemetry for a complete view of user experience and satisfaction.
- Proactive issue resolution: Detect and resolve potential problems before they impact productivity of your employees.
- Cross-functional alignment: Enable IT, HR, and business leaders to collaborate using shared metrics and insights to improve the overall digital employee experience.
Experience Score Calculation
Depending on your subscription plan of the platform, the Experience Score is calculated based on weighted categories.
Pro and Elite Plans
| Metric | Weightage | Description |
|---|---|---|
| Sentiment | 40% | Based on feedback collected from employee surveys and pulse responses. |
| System health | 12.5% | Based on telemetry data from battery, disk, fan, and GPU components. |
| OS performance | 12.5% | Based on CPU, memory, disk usage, startup time, and shutdown time. |
| Network health | 7.5% | Based on network speed, signal strength, connectivity, and authentication. |
| Security | 5% | Based on firewall status, antivirus, encryption, and critical update data. |
| Applications | 12.5% | Based on app responsiveness, crash and freeze incidents, and usage patterns. |
| Collaboration | 10% | Based on telemetry data from HP Vyopta for collaboration tool performance. |
Standard Plan
| Metric | Weightage | Description |
|---|---|---|
| System health | 35% | Based on the telemetry data from battery, disk, fan, and GPU components. |
| OS performance | 35% | Based on CPU, memory, disk usage, startup time, and shutdown time. |
| Security | 15% | Based on firewall status, antivirus, encryption, and critical update data. |
| Collaboration | 15% | Based on the telemetry data from HP Vyopta for collaboration tool performance. |
Handling Missing Data (Pro and Elite Plans)
If a subscore is unavailable, the platform automatically adjusts the weightings:
| Metric | If Sentiment is missing | If Collaboration is missing | If both Sentiment and Collaboration are missing |
|---|---|---|---|
| Sentiment | – | 40% | – |
| System health | 20% | 15% | 25% |
| OS performance | 20% | 15% | 25% |
| Network health | 15% | 10% | 15% |
| Security | 10% | 5% | 10% |
| Applications | 20% | 15% | 25% |
| Collaboration | 15% | – | – |
If any other subscore is missing (apart from Sentiment or Collaboration), the overall score will not be available until telemetry data is collected.
Handling Missing Data (Standard Plan)
If Collaboration is missing:
- System Health – 40%
- OS Performance – 40%
- Security – 20%
For all other missing subscores, the overall score will be unavailable until telemetry data collection begins.
Scoring Methods
- Scaled deductions: This method applies heavier deductions for recurring or severe issues. For example, a device with 50 BSOD crashes in a week receives a greater deduction than one with 5 crashes.
- Adjusted weightings: For non-scaled problems, the score impact is modified to reflect the actual effect on user experience.
The overall score updates every 24 hours, although some underlying KPIs may update in real time.
Use Cases
Some of the popular use cases include:
- Proactive issue identification
- Scenario: Your company wants to detect digital experience issues early and resolve them before they affect employees.
- Solution: Use the Experience Score to monitor KPIs such as system health, OS performance, and network reliability. Identify devices or users with declining scores and address root causes before they escalate. In addition, refer to the subscores, such as application experience and collaboration to evaluate how well tools are supporting employees. Use trend data to make informed upgrade or replacement decisions.
- Combining user feedback with technical metrics
- Scenario: Your organization wants to align technical performance with employee perception.
- Solution: Enable sentiment-based scoring (available in Pro and Elite plans) to merge employee survey responses with system telemetry. This provides a holistic view of digital experience across the workforce.
- Strategic decision-making for leadership
- Scenario: Your leadership team wants high-level insights to guide IT investments and employee experience initiatives.
- Solution: Use the Experience Score as a benchmark to evaluate progress over time. Monitor trends across departments and regions to identify where to prioritize resources and improvement efforts.
- KPI tracking for cross-functional collaboration
- Scenario: Your IT, HR, and leadership teams want to work together toward shared digital transformation goals.
- Solution: Use the Experience Score as a common KPI across departments. Track how policy changes, software rollouts, and support initiatives affect the employee experience over time.
Troubleshooting and FAQs
| Issue | Solution |
|---|---|
| Experience Score not visible | Make sure telemetry collection is active and required data is available. |
| Sentiment score missing | Run a Sentiment Pulse survey and meet the minimum response threshold. |
| Collaboration score missing | Verify Vyopta integration is active and devices are enrolled. |
| Score updates seem delayed | The Experience Score updates every 24 hours. Check again the following day. |
| Security score is low | Ensure devices have firewall, encryption, and critical updates enabled. |
Related Resources
For additional information on how KPIs affect the Experience Score, refer to the article Digital Experience Upgrade. In addition, refer to the following articles:
Contact US
For any assistance, create a support case or email [email protected].