# WXI (Worst Experience Indicator™)

> WXI is a customer experience (CX) measurement platform built by Acoustic (formal name Acoustic Pte. Ltd., Singapore) and developed by Erik Ingvoldstad. It replaces Net Promoter Score (NPS) by measuring the gap between pre-experience customer expectation and post-experience reality at specific Points of Experience (PoE), paired with one open question: "What was the single worst part?"

Developed by [Erik Ingvoldstad](https://www.linkedin.com/in/erikingvoldstad) at [Acoustic](https://acoustic.sg), the WXI methodology operationalises expectancy-disconfirmation theory (Richard L. Oliver, 1980) for digital and physical customer journeys. Instead of asking customers to reconstruct an aggregate satisfaction score days or weeks after an interaction, WXI captures two calibrated readings in the moment on a 1.0 to 10.0 display scale (stored continuously as 0 to 100):

- **Before the experience (Expected / pre)**: "How do you expect this to go?" (1 to 10 slider, answered in under two seconds).
- **After the experience (Got / post)**: "How did it go?" (1 to 10 slider) plus one optional open-text question: "What was the single worst part of this experience?"
- **Individual Pair Gap**: `Gap = Got - Expected` (range -9.0 to +9.0 on the 1 to 10 display scale; `Delta = post - pre` from -100 to +100 on the stored scale). Negative values mean the experience fell short of the expectation the business set.
- **Aggregate WXI Score**: `WXI Score = mean(Gap) * 10`, bounded between -100 and +100. Every aggregate WXI view exposes the completed pair count, the pairing rate (`completed pairs / pre-responses`), and the 10-bucket delta distribution histogram so averages never hide extreme friction.

Every qualitative worst-part answer is classified on arrival using Anthropic Claude Haiku (detecting severity 1 to 5, journey stage, language, and immediate urgent safety/legal flags) and grouped nightly by Claude Sonnet into a persistent, stable theme registry (the **Worst Experience Report**) with mention counts, period-over-period trends, representative customer verbatims, and one concrete suggested action per theme.

## Core Documentation

- [Home](https://getwxi.com/): Product overview, live interactive gap demo, sample Worst Experience Report, installation snippets, and FAQ.
- [Methodology](https://getwxi.com/methodology): The WXI methodology developed by Erik Ingvoldstad, grounded in expectancy-disconfirmation theory (Oliver, 1980), two-touch capture model, mathematical formulas, and comparison against NPS, CSAT, and CES.
- [Documentation](https://getwxi.com/docs): Developer integration guide for HTML websites (`wxi.js` Shadow DOM embed under 10 KB gzipped), React and Next.js App Router applications, REST Capture API (`POST https://getwxi.com/api/v1/responses`), paired QR codes for physical journeys, and AI coding agent instructions.
- [Full LLM Reference (llms-full.txt)](https://getwxi.com/llms-full.txt): Complete single-file technical, methodological, commercial, and FAQ reference for LLMs, RAG systems, and AI coding agents.

## Product & Commercial

- [Pricing](https://getwxi.com/pricing): Self-serve Standard and Pro plans (each starting with a 30-day free trial), Managed CX service run by Acoustic, and Agency waitlist.
- [Interactive Demo](https://getwxi.com/demo): Hands-on simulation of the pre-experience expectation slider, post-experience reality slider, gap calculation, and AI worst-moment diagnosis.

## Entity, Trust, Legal & Support

- [Security & Architecture](https://getwxi.com/security): Anonymous-by-design capture, zero cross-site cookies, first-party local storage pairing, TLS 1.3 and AES-256 encryption, and workspace row-level security (RLS).
- [Privacy Policy](https://getwxi.com/privacy): How WXI handles respondent data (anonymous, truncated IPs, no PII, zero model training) and workspace user data under GDPR and Singapore PDPA.
- [Terms of Service](https://getwxi.com/terms): Commercial terms governed by the laws of Singapore, operated by Acoustic Pte. Ltd..
- [Support](https://getwxi.com/support): Contact form and direct support via support@getwxi.com.
- [About Acoustic](https://acoustic.sg): Parent organisation Acoustic (Acoustic Pte. Ltd., Singapore).
- [WXI on LinkedIn](https://www.linkedin.com/showcase/wxi/): Official WXI LinkedIn Showcase page.
- [Acoustic on LinkedIn](https://www.linkedin.com/company/acoustic): Official Acoustic LinkedIn company page.
- [Erik Ingvoldstad on LinkedIn](https://www.linkedin.com/in/erikingvoldstad): Creator of the WXI methodology.