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

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