MMeX: A Digital Benchmark for Customer Experience
Q3 MMeX scores are now in – see how you have performed vs Q2
MMeX is a new standard in customer experience for the water sector. Our model provides valuable insight into how water companies connect with customers and how they can enhance online engagement, build trust and improve customer satisfaction.
As the digital landscape continues to evolve, water companies must go beyond traditional satisfaction metrics to meet the growing expectations of their customers. MMeX (Mediaworks Measure of Experience) offers a proactive, data-driven approach to assessing digital customer interactions, complementing conventional satisfaction measures like C-MeX.
By analysing key digital metrics such as SEO visibility, social media engagement, and website accessibility, MMeX provides a comprehensive view of how well companies connect with their customers online.
MMeX is an essential tool for water companies seeking to enhance improve customer satisfaction, build trust, and tackle emerging challenges more effectively, positioning themselves for long-term success in a customer-centric, digitally-driven world.
Affinity Water
Affinity Water have seen a strong improvement in Sentiment with a lower volume of negative Sentiment being tracked in Q3. A significant increase in PCC as reported in October 2025 has shown a decrease in influence in driving behaviour change around water efficiency.
Anglian Water
Anglian Water have seen an increase in negative Sentiment and decrease in Helpfulness. Other metrics have remained very similar between the two quarters
Bristol Water
Bristol Water have strong customer experience and is showing an increase in positive Sentiment around the brand. PCC has increase but still ranks well within the group of water companies.
Hafren Dyfrdwy
Hafren Dyfrdwy have improved their C-MeX ranking, but with a rise in PCC saw their Influence decline when benchmarked against the wider group.
Northumbrian Water
Northumbrian Water claimed the number one slot for C-MeX. They improved their Helpfulness scores significantly but saw a small drop in Sentiment score vs the peer group.
Portsmouth Water
Portsmouth Water saw an increase in website Accessibility and positive Sentiment. An increase in PCC and drop in C-MeX ranking still saw Portsmouth improving on their Q2 MMeX score
SES Water
SES Water saw a decline in positive Sentiment and a drop in ranking vs the competitive set on website Accessibility, where they previously came in top. Although they missed PCC targets, their performance wasn’t the worst in the group
Severn Trent Water
Severn Trent Water have seen an increase in influence with only a small increase in PCC which improved their ranking vs the rest of the pack. Sentiment also improved but Helpfulness saw a significant drop in ranking.
South East Water
South East Water’s C-MeX has improved from 15th to 12th. Positive Sentiment has also seen a significant rise in performance. At the same time Helpfulness has seen a decline.
South Staffs Water
South Staffs Water have seen a stable period with a slight fall in Sentiment and an improvement in Accessibility. PCC has increased so this is reflected in a decline in influence.
South West Water
South West Water has seen an increase in negative Sentiment and a decrease in C-MeX ranking. Improvements around their digital footprint have led to an increase in helpfulness and Accessibility.
Southern Water
Southern Water’s MMeX is stable but has seen a decrease in Helpfulness and a decline in Sentiment.
Thames Water
Thames Water is stable with slight increases in ranking for Sentiment and Helpfulness. Thames did see a decrease in PCC which has maintained their influence ranking
United Utilities
United Utilities Have seen wins in terms of PCC and influence as well as improvements in Helpfulness. These have been countered by a decline in Accessibility meaning their overall performance has remained level for the quarter.
Welsh Water
Welsh Water has scored consistently vs the previous quarter and saw in an increase in C-MeX ranking. However the only negative was the PCC figure which has significantly impacted overall ranking vs the competitive set.
Wessex Water
Wessex Water has seen significant improvements across the board meaning that have topped our MMeX league table for the first time.
Yorkshire Water
Yorkshire Water have seen increases in PCC and a drop in C-MeX rank. Negative Sentiment increased but Helpfulness or also increased in the period.
The 7 Key Metrics of MMeX
Visibility: Measures how easily customers can find a company’s online presence through search engines. Strong visibility means higher chances of customers accessing relevant information quickly.
Sentiment: Evaluates customer perceptions based on online reviews, social media mentions, and feedback. Positive sentiment reflects customer satisfaction and brand trust, while negative sentiment signals areas that need attention.
Helpfulness: Assesses how effectively a company’s digital content meets customer needs. This includes content relevance, keyword coverage, and the overall ability of digital platforms to support self-service and user queries.
Influence: Gauges a company’s ability to drive positive action and behavioural change, such as encouraging water conservation or promoting customer engagement. High influence signifies that digital campaigns are resonating with the target audience.
Accessibility: Ensures that digital platforms are inclusive and easy to navigate for all users, including those with disabilities. It assesses compliance with industry standards like WCAG, providing a seamless experience for everyone.
Engagement: Measures customer interaction with a company’s digital channels, including social media platforms. High engagement indicates strong customer relationships and effective communication strategies.
C-MeX: We compare the latest C-MeX ranking as published by OFWAT in October 2025 with the previous years rankings.
https://www.ofwat.gov.uk/regulated-companies/company-obligations/measures-of-experience/c-mex-and-d-mex-2024-25-results/
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