WXI is live. Stop scoring your customers. Start fixing what they hate.
A while ago we published the thinking behind a different way to measure customer experience. The argument was simple. The score everyone uses tells you the temperature of the room and nothing about where the fire is. You can read the full piece on the research page.
Today the thinking is a tool you can use. WXI is live at getwxi.com.
The problem we built it for
You already survey your customers. The scores roll into a dashboard, the dashboard goes into a quarterly review, and nothing changes. An average of seven across ten thousand responses cannot tell you which moment drove the sixes, what the sixes went through that the eights did not, or the one thing you could fix tomorrow that would actually move the number.
Averages hide the moments that drive churn, complaints and lost trust. A customer who scores you six and a customer who scores you eight may have hit the very same bad moment. The aggregate buries it. WXI finds it.
How it works
Two readings and one question.
Before the experience, the customer tells you what they expect. A single slider, answered in seconds. After it, the same customer tells you how it actually went. The gap between the two is the WXI score. Negative means you fell short of the expectation you set.
Then the question your old survey never asked: what was the single worst part? In their own words. No rating grids, no ten-minute forms.
The answers come back specific. "The slot said 6pm, it came at 8." "Checkout said free returns, then charged me for the label." WXI reads every response as it arrives, flags anything urgent within seconds, and groups the rest into named worst moments you can watch fall after you fix them.
The theory is not new. Expectancy-disconfirmation has anchored satisfaction research since 1980. WXI is what it looks like when the measurement finally costs one tap.
What you get
Not a score to admire. A brief your team can act on.
The five things hurting your experience most, how each is trending, quotes from your own customers, and a suggested fix for each. Worst moments stay consistent over time, so "checkout confusion" becomes a trend line you watch drop after you address it. Start at the top on Monday, fix it, measure again, move to the next. That loop is the whole point, and it runs faster every month as the cost of actually shipping a fix keeps falling.
Live in fifteen minutes
One lightweight script for your website. A REST API for apps and anything custom. Paired QR codes for physical experiences, from hotel stays to service counters. Define your Points of Experience in the dashboard, copy the snippet, and responses start arriving. No tagging plans, no six-week implementation.
Under 10KB, no cross-site cookies, answers anonymous by default. Hand the setup prompt to your AI coding agent and it will wire the whole thing up for you.
Run it yourself, or have us run it
WXI is self-serve from day one. For teams that want the measurement designed, run and interpreted for them, Acoustic offers it as a managed service: journey mapping, Point of Experience design, setup, and a standing brief of what to fix next. When you are ready to take over, the workspace transfers to you with its history intact.
Dare to ask
WXI is for teams that want to know what is actually broken. If you would rather have a reassuring number, keep your NPS dashboard.
Start your free trial at getwxi.com.
WXI and Worst Experience Indicator are trademarks of Acoustic Pte. Ltd., Singapore.