Business Customer and Retailer Measure of Experience (BR-MeX) survey
The BR-MeX survey is a performance commitment for trading parties, capturing experiences of customers and retailers when interacting with wholesalers.
The new survey format was outlined in Ofwat's PR24 final determinations and will come into effect from 1 April 2025.
What makes up the BR-MeX?
A trading parties' BR-MeX result will be made up of:
- Monthly business customer (B-MeX) survey results (50%)
- Bi-annual retailer (R-MeX) survey results (25%)
- Three Market Performance Framework (MPF) metrics - M15 and M18 on wholesaler bilateral requests, and M12 on wholesaler address/premises data (25%).
The incentive strength was retained at ±0.2% of wholesalers’ Return on Regulated Equity (RoRE). As an example, United Utilities’ maximum annual BR-MeX penalities/rewards are ±£14.15m.
What is MOSL's role in the BR-MeX?
MOSL has been working closely with Ofwat to support the communication and define the metrics and reporting for the Business Customer element of the BR-MeX.
When the BR-MeX launches, MOSL will be responsible for
- Running the R-MeX survey and providing the results to Ofwat every six months
- Appointing the agent to run B-MeX, maintain that relationship and provide the results of the B-MeX surveys to Ofwat every three months
- Running the MPF, and providing to Ofwat the performance of the M12, M15 and M18 metrics each quarter.
Webinar
On 24 March MOSL hosted a webinar to provide more information on the BR-MeX process and introduce the B-MeX survey provider, Accent.
Timetable
This timetable sets out the key dates over the next reporting year where MOSL will take action to satisfy reporting requirements in line with CSD0002:
