Understanding the Mediaworks Measure of Experience (M-MeX)

In an increasingly digital world, measuring customer experience goes beyond surveys and feedback forms. The Mediaworks Measure of Experience (M-MeX) offers a comprehensive approach to understanding and enhancing how customers interact with digital services—particularly in sectors where customer trust and transparency are critical, such as utilities.

How Customer Satisfaction is Measured Today

The traditional Customer Measure of Experience (C-MeX) score reflects how UK water companies perform in terms of customer satisfaction. However, the latest results for 2023/24 highlight growing challenges in the industry. The average C-MeX score dropped from 78.14 to 75.74, with some companies experiencing penalties for poor performance.

Operational inefficiencies and customer dissatisfaction remain persistent issues, demonstrating the need for water companies to go beyond the basics and innovate how they serve customers.

What is M-MeX?

The Mediaworks Measure of Experience (M-MeX) takes digital performance measurement to the next level. Unlike C-MeX, which relies on direct customer feedback, M-MeX evaluates online metrics such as:

• SEO rankings

• Social media mentions

• Sentiment analysis

• Engagement and interaction data

These real-time digital benchmarks provide water companies with deeper insights into customer sentiment, service visibility, and engagement effectiveness.

Why M-MeX Matters for 2025 and Beyond

M-MeX equips water companies with the tools to proactively address issues before they impact customer satisfaction scores. By capturing trends in digital engagement, sentiment, and search performance, businesses can identify emerging pain points and address them through improved service delivery.

This data-driven approach will be essential as companies look to reverse the downward trend in satisfaction and deliver better customer experiences in the years ahead.

Recommendations:

To improve your M-MeX score, focus on enhancing digital visibility through targeted SEO and user-centric content that makes key information easy to find. Reduce negative sentiment by proactively engaging customers through transparent communication and clear “You Said, We Did” reporting. Empower customers with intuitive self-service tools supported by smart meter data and real-time updates to improve satisfaction and reduce demand on call centres. Drive behavioural change with personalised insight-led conservation campaigns and ensure your website is fully accessible to all users. Boost trust and community connection through active social media engagement. Deliver these improvements through a phased digital transformation starting with foundational infrastructure and progressing to customer-first platforms and innovation-led leadership supported by internal upskilling and collaborative partnerships.

So, make sure you download the Water Pulse Report to find out how to improve your digital presence and influence customer behaviour.