Digital customer experience is a constantly emerging topic with close to every interaction between the customer and the organization being possible to happen online. With a government facilitated organization such as The Finnish Tax administration, traditional customer experience metrics rarely are directly applicable. This thesis aims to define a suitable perception for what digital customer experience means in such context and how should it be measured. With extensive literature review, certain service quality dimensions were identified, to form metrics to attain an overall view of the customer experience. Empirical research was then conducted, putting the dimensions to practice and gathering relevant data to evaluate the feasibility of the proposed metrics. This thesis can potentially be used as a base for more in-depth research regarding any of the identified customer experience dimensions, or to create an even more accurate model for the measurement of digital customer experience in e-governance environments
