About Digital Experience Score (DXS)
Decibel’s Digital Experience Score (DXS®) objectively measures customer experience on websites, web applications, and native apps. DXS grants immediate insight into the overall quality of experiences on digital properties.
Powered by machine learning, Decibel’s proprietary algorithms process hundreds of smart new digital interaction metrics – purpose built to measure experience online – and automatically calculate an experience score for every visit to your website or app.
DXS is based on five pillars of digital experience: Navigation, Engagement, Frustration, Technical, and Form Experience. These individual scores come together to create your overall DXS. You can access DXS reports on individual Sessions, pages, or the entire website or app, meaning you have full visibility into digital experience improvement opportunities at every level.
List of DXS pillars
High engagement indicates users are more likely to become customers. Content is targeted, interesting, and relevant enough to hold their attention. Users actively hovering over content, pausing to trace copy with their cursors, and zooming in on mobile devices, display high levels of engagement.
The more difficult Journeys are, the more likely customers will abandon. Erratic, illogical movements like sudden scrolling up and down pages, bird's nest behavior, multi-clicking, and rapidly switching between portrait and landscape orientations on mobile devices, indicate a frustrated customer.
|Form Experience Score||
Bad forms mean fewer immediate conversions. Errors, formatting issues, or surprise refreshes that empty out fields push users to abandonment. This score weighs up technical aspects of the experience like responsiveness, quality, and clarity of form validation errors with how users interacts with the form.
|Technical Experience Score||
|Navigation Experience Score||
Poor customer Journeys on poorly structured websites often result in customer abandonment. Unresponsive links and buttons, cluttered layout, and a confusing menu structure all contribute to a poor Navigation Experience Score.