Ofwat's 'Business Customer and Retailer Measure of Experience' (BR-MeX)
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. For more information about BR-MeX, please visit the Ofwat website.
What makes up the BR-MeX?
A trading parties' overall BR-MeX result is made up of three parts:
- Results from the monthly business customer (B-MeX) survey (50%)
- Results from the bi-annual retailer (R-MeX) survey (25%)
- A wholesalers' performance against the three MPF metrics: M12, which relates to the accuracy of a wholesaler's address/premises data; and M15 and M18, both of which relate to wholesaler bilateral requests (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 BR-MeX?
MOSL has been working with Ofwat to support the communication of BR-MeX and define the metrics and reporting for the business customer (B-MeX) element of the BR-MeX.
MOSL is responsible for the following elements of BR-MeX:
- 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 2025 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 Code Subsidiary Document CSD0002:
