WXI (Worst Experience Indicator™)

WXI is an internal Acoustic product. We built it to use with our clients, with third-party customers and on our own projects, and it is sold on its own terms. Anyone can sign up at getwxi.com, start a 30-day free trial and run it without engaging Acoustic for anything else.

It exists because of a familiar problem. Most companies measure customer experience with an average. A score of seven across ten thousand responses shows the mood of the room and gives no clue where the trouble sits. A customer who scores you six and one who scores you eight may have hit the same bad moment, and the average hides it.

WXI measures each Point of Experience in a journey with two readings. Before the experience, the customer taps a slider to say what they expect. After it, they tap again to say how it went. The gap between the two is the WXI score, and a negative number means the experience fell short of the expectation the company set. Then comes one open question: what was the single worst part? The method rests on expectancy-disconfirmation theory, which has anchored satisfaction research since Oliver published it in 1980, and the whole exchange takes a few seconds.

The answers feed a report. WXI reads every worst-experience response as it arrives, flags anything serious within seconds, such as safety issues or discrimination claims, and groups the rest into stable, named worst moments. The report lists the top five, how each is trending, quotes in the customers’ own words and a suggested action. Because the moments keep their names over time, “return label maze” becomes a trend line you can watch fall once you fix it. The sample report on the site uses illustrative data.

The product is built to be easy to adopt and easy to trust. The embed is under 10 KB and isolated in the Shadow DOM. It makes no third-party calls, sets no cross-site cookies and collects no personal identifiers by default. It goes live with a single script tag, a REST API for apps and kiosks, or paired QR codes for physical experiences such as hotel stays and service counters. A ready-made prompt lets an AI coding agent wire it into a codebase, and most teams are live within fifteen minutes.

The identity follows the idea. The logotype draws the W, X and I as one continuous zigzag, like a sentiment line on a chart, with an orange dot standing in for the dot of the i. The palette is deep aubergine and orange, and the customer-facing widget is styled to sit inside the client’s own site with a small “Measured with WXI” mark.

WXI is self-serve from day one. Teams that want it done for them can take the managed tier, where Acoustic handles journey mapping, Point of Experience design, setup and a standing brief of what to fix next. When the client is ready to take over, the workspace transfers with its history intact.