Customer Measure of Experience (C-Mex)

C-MeX is a financial incentive, with performance measured on an annual basis following two sets of surveys undertaken by Ofwat:

• Customer service survey – a satisfaction survey among a sample of our customers who have recently contacted us about an operational incident, service failure, billing or general enquiry
• Customer experience survey – a satisfaction survey of a random sample of our customers to assess their overall experience of our company.

The surveys ask customers: “Taking everything into account, how satisfied are you with your water company?” We receive a score from 0 (lowest) to 10 (highest) which is converted to a single C-MeX score out of 100, based on the average scores from the two surveys.

How have we performed?

Our customer service score for 2025/26 was 58.29 and our customer experience score was 58.76 resulting in our combined score for the year of 58.45 out of 100.

As a company we must offer at least five different ways for you to contact us, including three online. If we don’t meet this requirement, we have points deducted from our overall score Following customer feedback we now offer you nine different ways in which you can contact us:

You can reach us via:

• Telephone
• SMS Inbound
• Letter
• In person
• Live Chat
• Social media
• Email
• Webforms through MyAccount and feedback forms
• Website

We are also working hard to improve the service we offer to our customers. Initiatives we’ve launched in the past year to improve customer satisfaction include:

• Undertaking household leak-check visits, saving customers money and water
• Introducing our free SignVideo translation service for deaf and hard-of-hearing customers
• Increasing the eligibility criteria for our social tariff to align with the UK benefits cap so we can support more customers.
• Through our Community Chest Fund we have distributed £20,000 to organisations across our supply area - including schools, a scout group, food education charity, community food bank and a counselling service for children impacted by domestic violence, amongst many others.
• Continuing to engage with more than 500,000 My Account customers, through our monthly newsletter - Behind the Tap, which helps customers understand what we do, provides updates on projects and investments, and also offers water efficiency advice.