Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)

Provisions of the Market Research Dynamic Purchasing System Agreement (RM6018) between CCS and the Supplier.

The overarching objective of C-MeX and D-MeX is to incentivise water companies to provide an excellent customer experience.

The Contract covers two C-MeX surveys (the customer service survey and the customer experience survey) and one D-Mex survey (the customer satisfaction survey). The objective is for the Supplier to conduct annual surveys providing four interim quarterly scores and rankings and annual scores and rankings each year for each survey in accordance with the Policy , Guidance and further specifications set out in section 4 'Requirements for the Supplier'. The results need to be broken down as outlined in Table 5.1 in section 5 'Key Deliverables'.

OFWAT may require the Supplier to attend an introductory presentation to company representatives and other stakeholders within two months of appointment. The Supplier may also be required to present, each year, the findings of its consolidated annual reports and their outcomes to the Customer and stakeholders. This may constitute half a day to a day session which should be included in the tender as an option.

OFWAT and the Supplier will agree the programme of work during set up and preparation stage (February - 31 March 2020).

The surveys will cover the 17 largest appointed water companies in England and Wales - this includes water and wastewater companies (those which provide a combined service, delivering both water and wastewater services) and water-only companies (those which provide only a water service).

Please note that OFWAT may publish the final annual reports.

The ITT outlines how the C-MeX and D-MeX incentives work, requirements for the Supplier and the Key Deliverables for this project.

Contract duration is expected to be three years with the option of an extension of up to one year, provided both Parties agree the extension through a Variation.

Additional information: For further information please contact procurement@ofwat.gov.uk