Business Retailer Measure of Experience (BR-MeX)

It’s important that our business customers are satisfied with the service they receive from us. By measuring this, we can keep improving what we do.

BR-MeX gives us a combined score for the average business customer service experience based on:

• Business Customer Experience survey (B-MeX)
  • Ofwat randomly samples a minimum of 75 customers each month who have contacted us. Each interviewee gives us a score out of 10. These are then converted to a score out of 100.
• Retailer Experience survey (R-MeX)
  • A twice-yearly MOSL sends a survey to retailers regarding our wholesale performance, covering engagement, communication and data quality. Retailers provide MOSL a score out of 10 which is converted to an average score from 0 (lowest) to 100 (highest).
• Market Performance Framework metrics
  • Based on industry measures of wholesaler performance.
    

As the Business Retailer Measure of Experience (BR-MeX) is a new metric for this reporting year, no prior target existed, however we are aiming to be ranked 9th.

How have we performed?

Our performance for 2025 / 2026 is not where we want it to be. We are currently ranked in the bottom quarter of the table. Our objective is to achieve a minimum mid-table performance.

Improvement Strategy:

Retailer and customer engagement

• Structured online platform: Enhanced the online portal with a query-driven contact form to seamlessly route customers and retailers to the correct communication channels.
• Account management: Conducting ongoing, dedicated account meetings with retailers who require structured engagement.
• Dedicated staffing: Appointed a specialised Non-Household (NHH) communication officer to streamline relations.

Compliance and operations

• MOSL Alignment: Maintaining strict, full compliance with Market Operator Services Limited (MOSL) requirements for managing both planned and unplanned events.
• Internal Alignment: Executed an internal team restructure to support these operational shifts.