M-MeX: A Digital Benchmark for Customer Experience In Housing
M-MeX is a unique maturity model designed for organisations to evaluate how effectively they leverage digital to deliver accessible, seamless and trusted customer experiences.
Our analysis has revealed a direct correlation between high M-MeX scores and high TSM scores.
This insight enables us to identify the key strategies that housing associations need to focus on to enhance tenant services and drive improvements in TSM performance.
Our analysis has revealed a direct correlation between high M-MeX scores and high TSM scores.
This insight enables us to identify the key strategies that housing associations need to focus on to enhance tenant services and drive improvements in TSM performance.
M-MeX measures performance across five critical areas:
Brand: How clearly the organisation’s digital presence and tone communicate trust, recognition, and reliability across search and review platforms.
Reach: How effectively the organisation’s digital and social activity expands visibility and audience connection across key online channels.
Authority: How credible and influential the organisation’s digital footprint is through backlinks, citations and referring domains that reinforce expertise.
Technical: How well digital platforms perform in terms of speed, accessibility, stability and user experience across all devices and connection types.
Engagement: How successfully digital channels attract, retain, and convert audiences through quality of traffic, interaction and on-site behaviour.