Nexthink data shows first ever quantifiable measurement of employees’ experiences with IT

Most companies understand the importance of providing the best experiences with IT for their employees but struggle to quantify it. Nexthink’s Digital Experience Score addresses this problem by defining a set of metrics in multiple domains that impact the digital experience of employees such as workplace devices, collaboration and productivity tools, and business services/applications. The Digital Experience Score sets the standard for what good looks like and enables businesses to benchmark themselves against their peers and competitors.

Pedro Bados, CEO and Co-founder of Nexthink, said: “Our customers tell us that they want to deliver better digital experiences for their employees, but improvements are subjective, and there is no clear way to measure progress or for them to compare to their peers. We believe our standardised experience scores will fix this problem, setting a reference for businesses to measure their Digital Employee Experience just as the Net Promoter Score has become the standard for measuring Customer Experience.”

Digital Experience Score Benchmarking Data Analysis Key Findings

Companies with more than 20,000 people are failing to deliver positive digital experiences for their employees compared to all other organisations

·         The average score for companies with less than 20k employees was between 6.7 and 7.0 (out of 10) — this declined to 6.4 for companies with between 20k and 50k employees, and 5.8 for companies over 50k employees

·         The largest measured organisations suffered most with digital employee experience, with those above 50k scoring lowest across four of the five measured categories: Device, Productivity & Collaboration, Business Apps and Web Browsing

·         The highest scoring group was companies with between 10k and 20k employees with an average score of 7.0

·         The largest companies certainly have the most complex IT environments but with the Security metric scoring highest in companies of over 50k employees, the implication is that such a focus on security is having a negative effect on employees’ experience of IT overall

Device issues are the biggest problem area for organisations impacting on employees’ experiences with IT

·         The experience scores for Devices are the lowest of all areas in the report with an average score of 4.3, compared to 8.0 for Productivity and Collaboration tools; 7.2 for Security; 7.5 for Web browsing; and 6.8 for Business Apps

·         Problems with logon times were reported with nearly 30% longer than 40 seconds and nearly 10% forced to wait an astonishing 90 seconds or more

·         The ultimate symbol of an employee’s frustration with a device is the hard reset (when nothing else seems to work) and the report showed 14% of devices were given a hard reset every week