Measures of experience
The Market Performance Framework includes two surveys that provide an opportunity for retailers and customers to rate the quality of service being provided by wholesalers.
Retailer Measure of Experience (R-MeX) survey
The Retailer Measure of Experience (R-MeX) survey evolved from a Retailer Wholesaler Group (RWG) workstream, which began in August 2018. Its purpose is to provide a quantitative measurement of wholesaler service to their retailer(s).
The R-MeX consists of seven questions covering topics such as engagement, incident communication, and data quality, asking retailers to provide a score between 0-10 with the option to provide additional feedback via a text field.
Business Customer Measure of Experience (R-MeX) survey
The Business Customer Measure of Experience (B-MeX) is a survey that provides a quantitative measurement of wholesaler service to their business customers. It was introduced by Ofwat in PR24 with the introduction of the Business Customer and Retailer Measure of Experience (BR-MeX) metric.
Since its introduction in April 2025, the survey has been run each month by Accent Marketing and Research Limited who share the results with wholesalers and MOSL quarterly.
Business Customer & Retailer Measure of Experience (BR-MeX) survey
Results of both of the above surveys, along with wholesalers' performances against data/bilateral MPF metrics M12, M15 and M18, are submitted to Ofwat for use in its BR-MeX metric.
The BR-MeX survey is a performance commitment for trading parties, capturing experiences of customers and retailers when interacting with wholesalers.
A new survey format, which was outlined in Ofwat's PR24 final determinations, came into effect from 1 April 2025.