BTX Insights
UK Customer Journey Intelligence Consultancy

Where Is Your Business Losing Customers?

BTX Insights helps organisations improve customer experience, operational performance and commercial outcomes. Our Customer Journey Intelligence methodology independently evaluates every stage of your customer journey — and, where competitor comparison is required, becomes the BTX Experience Index, our Independent Competitive Benchmark.

BTX Insights→Customer Journey Intelligence→BTX Experience Index→Executive Benchmark Report
Book a Discovery CallExplore the BTX Experience Index
8+
Sectors
40+
Touchpoints
5-point
Scoring
Executive Dashboard
BTX Experience Index
Live
87
BTX Index
Conversion
+18%
Rank
#2 / 12
CSAT
94
Benchmark
+12 pts
Journey Touchpoints
Score / 100
Digital
First
Welcome
Discovery
Sales
Facility
Follow-up
You
87
Industry
71
Leader
92
0+
Businesses Assessed
0
Industries Covered
0+
Touchpoints Reviewed
0+
Recommendations Delivered
How It Fits Together

The consultancy, the methodology and the flagship benchmark

BTX Insights is the consultancy. Customer Journey Intelligence is the methodology used on every engagement. The BTX Experience Index is our flagship Independent Competitive Benchmark.

The Consultancy
BTX Insights

Independent assessment, executive analysis and customer journey intelligence.

The Methodology
Customer Journey Intelligence

Our structured approach to independently evaluating every stage of the customer journey.

The Flagship Product
BTX Experience Index

Our Independent Competitive Benchmark, created using the same methodology.

The Deliverable
Executive Benchmark Report

A boardroom-ready report with scores, rankings, gaps and recommendations.

Flagship Offering

BTX Experience Index

Independent Competitive Benchmark

The BTX Experience Index is BTX Insights' flagship offering. Using our Customer Journey Intelligence methodology, we independently assess customer experience across your organisation and selected competitors before transforming the findings into an executive competitive benchmark.

The result is a boardroom-ready report that clearly shows where your organisation leads, where competitors outperform you and where the greatest commercial opportunities exist.

Commission a BenchmarkView Sample Report
Step 01
Customer Journey Intelligence
Step 02
Independent Assessments
Step 03
Competitor Analysis
Step 04
BTX Experience Index
Step 05
Executive Benchmark Report
Step 06
Strategic Recommendations
What Clients Receive
Executive Dashboard

A single leadership view of performance across every assessed touchpoint.

BTX Experience Index Score

One weighted score summarising customer experience performance.

Competitor Rankings

Where each operator in the competitive set places, on identical criteria.

Market Position

Your objective standing within the local or sector market.

Gap Analysis

Where competitors outperform you, stage by stage, and by how much.

Strategic Recommendations

Prioritised actions with the commercial impact of acting.

Services

What BTX Insights delivers

Every service below is delivered through our Customer Journey Intelligence methodology. Where competitor comparison is required, the findings become the BTX Experience Index.

Customer Journey Intelligence

Our methodology: a structured, independent evaluation of customer experience at every stage of the journey.

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Mystery Shopping

Independent in-store, telephone, website, email and digital assessments of the experience customers really receive.

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Operational Compliance Audits

SOP validation and consistency assessment across sites, teams and customer-facing processes.

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Marketing Campaign Evaluation

Measure whether campaigns are communicated accurately and consistently at the point of enquiry.

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Digital Experience Reviews

Search visibility, website clarity and online enquiry journeys — where most journeys now begin.

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Local Market Intelligence

Sector and location-specific research that calibrates every assessment to your real market.

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Executive Reporting

Boardroom-ready reporting on performance, consistency and commercial risk in a single governed view.

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Why BTX

Customer experience, measured with commercial discipline

Organisations measure revenue, marketing spend and operating cost with precision. Few measure how effectively their customer journey converts enquiries into customers. That is the gap BTX closes.

Evidence, Not Opinion

Structured, independent assessment of how your business actually converts enquiries into customers.

Commercial Focus

Every finding is tied to conversion, revenue leakage or return on marketing investment.

Decisions You Can Act On

Prioritised recommendations with the commercial impact of acting — and of doing nothing.

The Customer Journey

Eight stages where revenue is won or lost

From the first search to the follow-up call, we assess and score every stage against best practice and competitor benchmarks to pinpoint where conversion breaks down.

STAGE 01
Digital Research
STAGE 02
First Impression
STAGE 03
Customer Welcome
STAGE 04
Needs Discovery
STAGE 05
Sales Conversation
STAGE 06
Facility Experience
STAGE 07
Follow-up
STAGE 08
Benchmarking
Executive Intelligence

A decision-making tool, not a document

Every BTX assessment gives leadership a clear view of customer conversion, operational consistency, competitive position, commercial risk and improvement priorities.

  • Customer conversion performance
  • Operational consistency across sites
  • Competitive positioning
  • Commercial risks and improvement priorities
BTX Report
Executive Dashboard
Score
87
Score
71
Score
94
BTX Report
Market Position
You
87
Competitor A
92
Competitor B
71
Competitor C
64
BTX Report
Recommendations
  • Enhance welcome scripting
  • Standardise needs discovery
  • Automate follow-up cadence
Industries

Sector-specific benchmarks, not generic scores

Our frameworks are calibrated for each sector we work in — so comparisons are apples-to-apples.

Fitness
Retail
Hospitality
Healthcare
Self Storage
Education
Automotive
Professional Services
How We Work

A structured path from evidence to commercial decision

Consistent, repeatable and always benchmarked against your competitive set — so findings stand up in the boardroom.

01
Research

Sector, competitor and market research.

02
Independent Assessment

The customer journey evaluated end-to-end, objectively.

03
Operational Review

Structured review of process, consistency and delivery.

04
Five-Point Scoring

Consistent criteria applied to every touchpoint.

05
BTX Experience Index

A single metric linking journey performance to revenue.

06
Independent Competitive Benchmark

Delivered as the BTX Experience Index: position versus peers and category leaders.

Case Work

Selected Engagements

Explore a selection of customer journey intelligence, operational assessments and independent competitive benchmarking engagements delivered by BTX Insights.

Flagship BTX Experience Index Project

Brentwood Fitness Industry Benchmark 2026

Industry
Fitness & Leisure
Challenge
Conduct an independent benchmark of customer experience across selected fitness operators in Brentwood.
Methodology
Customer Journey Intelligence, including:
  • Mystery Shopping
  • Customer Journey Assessments
  • Digital Experience Reviews
  • Local Market Intelligence
  • Executive Analysis
Deliverable
The findings were transformed into the BTX Experience Index, delivering:
  • Executive Dashboard
  • BTX Experience Index Score
  • Competitor Rankings
  • Market Position
  • Competitive Gap Analysis
  • Strategic Recommendations
View Engagement
Client Confidential

Multi-Site Operational Compliance Assessment

Industry
Self Storage
Challenge
Assess operational consistency across multiple locations by evaluating adherence to Standard Operating Procedures, customer service standards and Store Manager knowledge.
Methodology
Customer Journey Intelligence, including:
  • Independent Mystery Shopping
  • SOP Validation
  • Operational Compliance Assessment
  • Store Manager Knowledge Review
  • Customer Interaction Evaluation
Outcome
Delivered executive insight into operational consistency, procedural compliance and staff capability, enabling leadership to improve operational standards across multiple locations.
View Engagement
Client Confidential

After-Sales Campaign Effectiveness Assessment

Industry
Luxury Automotive
Challenge
Evaluate how consistently dealership teams communicated an after-sales marketing campaign during customer telephone enquiries. This engagement was conducted through telephone-based customer journey assessments.
Methodology
Customer Journey Intelligence, including:
  • Telephone Mystery Shopping
  • Campaign Awareness Assessment
  • Staff Knowledge Evaluation
  • Customer Advisory Assessment
  • Brand Consistency Review
Outcome
Measured campaign execution and communication consistency, identifying opportunities to improve customer guidance and campaign effectiveness.
View Engagement
How It Works

How BTX Insights Delivers Insight

Every BTX Insights engagement begins with our Customer Journey Intelligence methodology. This methodology enables us to independently assess customer experience, operational execution and customer interactions across multiple industries.

Where competitor comparison is required, these findings are transformed into the BTX Experience Index, our Independent Competitive Benchmark. Operational compliance assessments, campaign evaluations and bespoke customer journey reviews continue to use the same methodology but produce tailored executive reports rather than a BTX Experience Index.

How much revenue is your customer journey quietly losing?

A 30-minute discovery call is the fastest way to establish where your enquiries are being lost — and what it is costing.

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