Client Experience Indicator (CXI)®
A Revolutionary Way to Measure Client Expectations
Client Savvy’s 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.
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.
Architecture
Engineering
Construction
Legal
Accounting
Technology
Consulting
And More
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.
Clients click and drag a slider up or down to provide feedback, requiring deliberate thought rather than a quick, arbitrary selection. This leads to more intentional and accurate responses.
Unlike satisfaction scores, which plateau at "Very Satisfied," CXI naturally re-centers expectations over time. If a firm consistently exceeds expectations, the new standard shifts, encouraging ongoing innovation and service excellence.
Traditional scales often discourage honest feedback due to negative wording ("Dissatisfied" or "Poor"). CXI frames responses positively, even at lower levels. "Acceptable" indicates minor issues, while "Needed Improvement" and "Unacceptable" focus on the process, not the people—making it easier for firms to take corrective action without damaging relationships.
Clients often hesitate to provide critical feedback, fearing conflict or strained relationships. The CXI scale allows for subtle shifts in responses, so even a timid client can comfortably adjust a rating to 3.9 instead of feeling forced to label something as outright "dissatisfactory." This level of granularity (61 distinct answer points) brings out shades of gray that help firms identify small but meaningful improvements—those little tweaks that add up to top-tier performance.
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 (AEC, legal, accounting, and consulting) move away from static satisfaction ratings and toward a dynamic system that improves service delivery, enhances relationships, and drives revenue growth.
Architecture
Engineering
Construction
Legal
Accounting
Technology
Consulting
And More
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:
By measuring expectations instead of emotions, CXI helps you make smarter business decisions that directly impact client retention, revenue growth, and long-term success.
