CXBI shows how customer expectations are shifting — and whether your experience is keeping up. An always-on, industry-level benchmark built from real-world customer signals — revealing CX risk before it appears in NPS, churn or revenue.
NPS and CSAT tell you what customers felt after the fact.
They don’t tell you what’s shifting, why it’s shifting, or whether you’re keeping pace with rising expectations.
Traditional CX metrics are:
By the time churn or revenue declines, the expectation gap has already widened.
CXBI is an always-on benchmark measuring the gap between customer expectations and experience delivery across industries.
It helps teams see:
Traditional CX metrics measure satisfaction after the fact.
CXBI measures the gap between expectations and delivery as it shifts in real time.
Traditional CX metrics tell you what happened.
CXBI helps explain why it’s happening and where the movement is coming from.
Traditional CX metrics are limited to your own customer data.
CXBI benchmarks performance against competitors and industry standards.
Traditional CX metrics are lagging indicators.
CXBI provides early warning signals of emerging CX risk and opportunity.
Traditional CX metrics can be hard to act on.
CXBI is designed to guide prioritisation and decision-making.
CXBI transforms real-world customer signals into a clear, comparable benchmark of experience performance.
1. Capture
Thousands of publicly available customer signals are continuously captured across trusted platforms, reflecting how customers talk about experiences in their own words.
2. Interpret
AI analyses sentiment, themes and core experience drivers — including Value, Quality, Convenience, Service and Loyalty — to understand what is moving perception.
3. Benchmark
Performance is indexed against competitors and industry baselines, creating an external reference point beyond internal metrics.
4. Track
Monthly updates reveal movement, momentum and emerging risks. Over time, this builds a consistent longitudinal benchmark showing how expectations and delivery are evolving — not just where they land in a single moment.
The result:
A clear, independent CX signal grounded in how customers actually experience your brand.
CXBI is designed to move teams from insight to action.
CXBI provides a shared, external reference point for aligning executives, product, CX and strategy teams around experience performance.
CXBI is proprietary intellectual property developed and maintained by Tortoise & Hare.
It was created to address a critical gap in CX decision-making: the absence of reliable, external benchmarks showing how experience performance is shifting in the real world.
Designed as a market-wide, expectation-led reference point, CXBI operates independently of any single organisation’s internal data, metrics or incentives.
This independence ensures that CXBI provides an objective view of how customer expectations and experience delivery are evolving across industries.
CXBI was created by Tortoise & Hare to address a recurring gap we saw in customer experience decision-making: a lack of reliable, external benchmarks that show how experience performance is shifting in the real world.
As a customer experience agency, we work with organisations across industries to improve service, design better experiences and strengthen customer relationships. CXBI was built to complement that work by providing an always-on, outside-in view of how customer expectations and experience delivery are evolving beyond any single organisation.
CXBI is proprietary intellectual property developed by Tortoise & Hare and is maintained as a continuously updated benchmark. While it informs our thinking and supports CX strategy and transformation work, it is designed first and foremost as a shared reference point for understanding customer experience performance across industries.
CXBI provides a clear, independent view of how expectations are changing — and whether your experience is keeping up.
