PR19 Customer Measure of Experience (C-MeX): guidance for the C-MeX shadow year 2019-2020
| Date | 08 March 2019 |
8 March 2019
www.ofwat.gov.uk
Trust in water
PR19 Customer Measure of Experience
(C-MeX): guidance for the C-MeX shadow
year 2019-2020
C-MeX Draft Guidance for the Shadow Year
OFFICIAL
2
Contents
1. Introduction .......................................................................................................... 4
1.1 The purpose of this document ....................................................................... 4
1.2 Definitions ..................................................................................................... 4
1.3 Background ................................................................................................... 6
2. Customer Experience Survey .............................................................................. 8
2.1 Overview ....................................................................................................... 8
2.2 Guidance for Companies .............................................................................. 8
2.3 Guidance for Appointed Agent ...................................................................... 9
3. Customer Service Survey .................................................................................. 10
3.1 Overview ..................................................................................................... 10
3.2 Guidance for Companies ............................................................................ 10
3.3 Guidelines for the appointed agent ............................................................. 16
4. Publication of Results ........................................................................................ 18
4.1 Publication of Finalised Results .................................................................. 18
5. Proxy Calculation for SIM in 2019-20 ................................................................ 19
5.1 Background ................................................................................................. 19
5.2 Reporting process ....................................................................................... 20
5.3 The proxy calculation .................................................................................. 20
5.4 The quantitative component ........................................................................ 23
5.5 The qualitative component .......................................................................... 24
5.6 Reconciliation of results .............................................................................. 24
C-MeX Draft Guidance for the Shadow Year
OFFICIAL
3
6. Appendix ............................................................................................................ 25
Annex 1 –Template For Water Company Data Provision ..................................... 26
Annex 2 –Audit Sheet For Water Company Data Provision .................................. 27
Annex 3 – Questionnaire For Customer Experience Survey ................................ 28
Annex 4 – Questionnaire For Customer Service Telephone Survey .................... 32
Annex 5 – Questionnaire For Customer Service Online Survey ........................... 35
Text on p34 was amended on 12 March 2019.
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