Your Best Clients Are Suffering in Silence
Here's something MSPs don't talk about: your happiest-seeming clients might be having the worst IT experience. They've just stopped complaining.
Sarah in accounting has submitted 8 tickets this month. Two were SLA breaches. Her laptop failed a compliance check last week. She had 6 failed sign-in attempts. But from the dashboard, she's just another user. You'd never know she's one bad day from calling your competitor.
That's why we built the Digital Experience Score.
How It Works
Every user in your tenant gets a score from 0 to 100, recalculated every 30 minutes. The score starts at 100 (perfect experience) and gets adjusted based on real data:
Deductions:
- -3 per ticket submitted (last 30 days)
- -8 per SLA breach on their tickets
- -2 per high priority ticket, -4 per critical
- -5 to -15 for slow resolution times
- -10 for non-compliant device
- -2 per sign-in failure (max -20)
- -5 per unresolved ticket older than 7 days
Bonuses:
- +5 for zero tickets in 30 days (smooth experience)
- +3 when all tickets met SLA targets
The result is a single number that tells you exactly how each user's IT experience is going:
What Makes It Different
This isn't a survey. Users don't fill anything out. The score is computed from real operational data — tickets, SLA performance, device health from Intune, and sign-in logs from Entra ID. It's objective, automatic, and always current.
Every score comes with a full breakdown. Click any user and see exactly what's dragging their score down: "SLA breaches: -16 (2 breaches). Slow resolution: -10 (avg 12 hours). Non-compliant device: -10."
Trend arrows show whether each user's experience is improving or declining compared to the previous calculation.
Why MSPs Need This
- Proactive service. Reach out to struggling users before they reach out to you. "Hey Sarah, we noticed you've had a rough week — here's what we're doing about it."
- QBR ammunition. Show clients a distribution chart: 85% Excellent, 10% Good, 5% Fair. Prove your value with data, not anecdotes.
- Early warning. A cluster of declining scores in one department? Something systemic is happening — catch it before it becomes 20 tickets.
- Technician accountability. If resolution times are dragging scores down, you know where to invest.
Built Into the Dashboard
The Digital Experience Score appears as a dashboard widget showing the average score, user count, and the 3 worst-scoring users at a glance. Click through to the full Experience Scores view for the complete user list with expandable breakdowns.
It runs automatically. No setup required. If you have users and tickets, you have scores.
See your users' experience scores
Schedule a demo and see how DXS gives you visibility into every user's IT experience.
See Product Tour →