Affinity holds on to its R-MeX lead as sector performance improves

Retailers once again ranked Affinity Water as the top performing wholesaler in the latest Retailer Measure of Experience (R-MeX) survey, the results of which were published by MOSL as part of its Annual Market Performance Report.

Affinity secured an overall score of 8.77 out of 10 in the October 2023 survey, up from 8.67 in the February 2023 survey. It was followed by United Utilities which held on to second place with 8.36 up from 8.31.

South East Water edged up two places, taking itself off the bottom of the table on overall performance, scoring 7.18 up from 6.12. Thames fell to bottom position with 6.79 from 7.08, while Severn Trent remained second from bottom with 6.86, up on last time’s 6.38.

The industry overall score moved up from 7.55 in February 2023 to 7.80 in October 2023.

The R-MeX survey takes place twice a year and provides a quantitative and qualitative measurement of wholesaler service to retailers. Retailers provide a score between 0-10 across a number of areas, and have the option to provide additional feedback via an open text field.

17 of the 20 eligible retailers took part in the October 2023 survey – the highest number ever and accounting for virtually all supply points and consumption in the market.

MOSL noted that this year, the R-MeX aligned with the pilot for the Business Customer and Retailers Measure of Experience (BR-MeX), which will incorporate the customer’s perspectives into the metric.

Elsewhere in the AMPR, MOSL said data quality had improved significantly, driven by MOSL’s data assurance service. However, wholesaler and retailer meter reading performance dropped. This was the sixth AMPR produced since the market opened – and MOSL said possibly the last in this format as performance reporting will be embedded in the reformed Market Performance Framework (MPF).