Customer measure of experience (C-MeX) - guidance for the 2020-25 period
| Date | 27 March 2020 |
March 2020
www.ofwat.gov.uk
Customer measure of experience (C-MeX)
– guidance for the 2020-25 period
Customer measure of experience (C-M eX) – guidance for the 2020-25 period
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About this document
The customer measure of experience (C-MeX) is a mechanism designed to
incentivise water companies to provide residential customers with excellent levels of
service.
This document provides guidance to companies, the Agent and relevant
stakeholders relating to the operation of C-MeX from 1 April 2020.
The final determinations for the 2019 price review (PR19) for the 17 largest water
companies in England and Wales included C-MeX as a common performance
commitment. Final policy decisions for C-MeX are set out in each company’s
‘Outcomes performance commitment appendix’ and the ‘PR19 final determinations:
customer measure of experience (C-MeX) and developer services measure of
experience (D-MeX) policy appendix’.
Notice from Ofwat – March 2020
We recognise the circumstances relating to COVID-19 will affect how the water
sector operates.
As the situation develops we will consider all necessary options to meet our
statutory duties and regulatory objectives while being mindful of the potential
impact on companies and on customers from the operation of C-MeX and D-MeX.
Customer measure of experience (C-M eX) – guidance for the 2020-25 period
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Contents
1. Introduction 3
2. Customer service survey 7
3. Customer experience survey 17
4. C-MeX reporting 19
Annex 1: Contact data provision template 23
Annex 2: Categorising by service type in the customer service survey 24
Annex 3: Check and challenge template 26
Annex 4: Survey questionnaires 27
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