M-MeX: A Digital Benchmark for Customer Experience In Housing
Digital helps tenants feel heard, informed, and valued. Stronger digital performance will improve Tenant Satisfaction Measures (TSMs) by improving accessibility, responsiveness, and trust.
M-MeX: A Digital Benchmark for Customer Experience
M-MeX: A Digital Benchmark for Customer Experience is a digital maturity model assessing how effectively housing associations use digital tools to deliver inclusive, seamless tenant experiences. It links digital capability with outcomes, turning data into insight and giving providers a clear roadmap to listen better, communicate faster, and build stronger relationships.
M-MeX: A Digital Benchmark for Customer Experience
M-MeX: A Digital Benchmark for Customer Experience is a digital maturity model assessing how effectively housing associations use digital tools to deliver inclusive, seamless tenant experiences. It links digital capability with outcomes, turning data into insight and giving providers a clear roadmap to listen better, communicate faster, and build stronger relationships.
M-MeX measures performance across five critical areas:
Engagement: How effectively digital channels foster two-way communication and tenant participation.
Brand: How clearly digital presence and tone convey reliability and trust.
Sentiment: How tenants perceive the experience and whether interactions feel positive and responsive.
Technical: How well platforms perform in terms of speed, functionality, and integration.
Accessibility: How inclusive and usable digital services are across all devices and user needs.