A Revolutionary Way to Measure Client Expectations
Our patented 7-point scale offers a smarter, more effective way to measure and improve client relationships—uncovering 380% more pain points than NPS alone and helping firms proactively address hidden client challenges.
Trusted by 700+ Innovative AEC & Professional Services Firms Worldwide
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Why CXI® is Different—and Better
Most client surveys rely on pass/fail satisfaction scales (e.g., “Very Satisfied” to “Very Dissatisfied”). The problem? These scales force clients into uncomfortable choices, inflate positive responses, and provide no room for meaningful improvement. The Client Experience Indicator (CXI), on the other hand, is built around a self-centering measurement system that transforms feedback into a meaningful, expectation-driven metric.
Centered on "Met Expectations"
Instead of ranking performance on an emotional scale, CXI measures how well a firm delivers against client expectations, with "Met Expectations" (4.0) as the baseline. This removes artificial inflation and provides a true performance benchmark.
Engaging, Kinesthetic Scale
Instead of ranking performance on an emotional scale, CXI measures how well a firm delivers against client expectations, with "Met Expectations" (4.0) as the baseline. This removes artificial inflation and provides a true performance benchmark.
Encourages Continuous Improvement
Instead of ranking performance on an emotional scale, CXI measures how well a firm delivers against client expectations, with "Met Expectations" (4.0) as the baseline. This removes artificial inflation and provides a true performance benchmark.
Comfortable & Constructive Language
Instead of ranking performance on an emotional scale, CXI measures how well a firm delivers against client expectations, with "Met Expectations" (4.0) as the baseline. This removes artificial inflation and provides a true performance benchmark.
Nuanced & Safe for Honest Feedback
Instead of ranking performance on an emotional scale, CXI measures how well a firm delivers against client expectations, with "Met Expectations" (4.0) as the baseline. This removes artificial inflation and provides a true performance benchmark.
How CXI Delivers Better Insights
With more than 4 million client feedback data points, our research has proven that CXI delivers:
2x
Higher
Response Rates
Because clients find the scale intuitive and comfortable.
6x
More Actionable
Feedback
Identifies where you’re exceeding expectations and where adjustments are needed.
4x
More Pain
Point Discoveries
Uncovers friction points before they become client retention risks.
5x
More Qualitative
Insights
Clients feel encouraged to provide context, leading to richer, more actionable feedback.
CXI helps project-based professional service firms move away from static satisfaction ratings and toward a dynamic system that improves service delivery, enhances relationships, and drives revenue growth.
The CXI Impact
A Competitive Advantage for Your Firm
With CXI, you’re not just collecting feedback—you’re transforming it into a competitive advantage. Firms that use our approach:
Proactively address client concerns before they escalate
Pinpoint and replicate what drives loyalty and referrals
Align pricing with perceived value
Improve internal processes based on real, client-driven insights
By measuring expectations instead of emotions, CXI helps you make smarter business decisions that directly impact client retention, revenue growth, and long-term success.
LET’S DO A DEMO
Ready to See the Client Feedback Tool in Action?
Unlock the power of CXI® and transform client feedback into a strategic advantage. Elevate your firm’s success by measuring expectations, not just satisfaction. Request a demo of the Client Feedback Tool and connect with our team to discover how our platform can drive growth, retention, and profitability for your firm.
See how our Customer Feedback Software works in our interactive product tour.
