Customer and developer services experience

The customer and developer services measures of experience: C-MeX and D-MeX

Customer service is one of the four key themes of our 2019 price review (PR19). Providing a truly excellent customer experience for customers is fundamental for maintaining trust and confidence in the water sector.

As part of PR19, we are introducing the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX). C-MeX and D-MeX are financial and reputational incentive mechanisms designed to provide customers in the water sector with excellent levels of service. They will be effective from 1 April 2020, when they will replace the service incentive mechanism (SIM), which has been in place since 2010. During 2019-20, C-MeX and D-MeX will be run in shadow form.

We set out these decisions in our PR19 final methodology. For more information about the background and design of C-MeX and D-MeX see Final methodology: appendix 3 (customer measure of experience and developer measure of experience)

This webpage provides a brief introduction to C-MeX and D-MeX as well as links to key documents.

The following links will take you to pages containing more detail around specific areas of the C-MeX and D-MeX development:

C-MeX

The customer measure of experience (C-MeX) is a mechanism that will incentivise water companies to provide an excellent customer experience for residential customers, across both the retail and wholesale parts of the value chain.

D-MeX

The developer services measure of experience (D-MeX) is a mechanism to incentivise water companies to provide an excellent customer experience for developer services (new connections) customers. These customers include small and large property developers, self-lay providers (SLPs), and those with new appointments and variations (NAVs).

Key documents

Draft determinations

The ‘delivering outcomes for customers’ policy appendix of the PR19 draft determinations was published on 18 July 2019, and contains details of the latest draft C-MeX and D-MeX decisions we have made since the publication of the shadow year policy and guidance documents.

C-MeX and D-MeX are covered by Annex 5, which starts on page 189 of the policy appendix, and can be found here.

The deadline for making representations on the draft determinations of the slow track and significant scrutiny water companies is 10 am on 30 August 2019.

This deadline is set in order for us to have sufficient time to give conscientious consideration to representations ahead of making our final determinations, which will be published on 11 December 2019. Full detailed guidance on how to respond can be found on the page linked below.

Guidance for representations on draft determinations

Shadow year policy documents

These documents, published 8 March 2019, set out our decisions for the shadow year of C-MeX and D-MeX, which runs from 1 May 2019 – 31 March 2020: C-MeX Policy document and D-MeX Policy document.

Our decisions are supported by recommendations from the agents we appointed to pilot these incentives in 2018-19, and the stakeholder representations from the C-MeX and D-MeX working groups and sub-groups. Further information about the pilot can be found on this page.

These policy documents are accompanied by the following guidance for companies.

Guidance

  • C-MeX guidance for the shadow year (March 2019): The objectives of this guidance are to support water companies in providing the necessary information to achieve an accurate and representative set of C-MeX results.
  • D-MeX guidance for the shadow year (March 2019): The objectives of this guidance are to support water companies in providing the necessary information to achieve an accurate and representative set of D-MeX results.

Related information