Retailers say Affinity Water provides the best service

Retailers ranked Affinity Water as the top performing wholesaler in the latest Retailer Measure of Experience (R-MeX) survey, the results of which have been published by MOSL.

Affinity secured an overall score of 8.67 out of 10 in the February 2023 survey (see table). It was followed by United Utilities with 8.31, South West Water with 8.09 and Portsmouth Water with 8. South East Water was bottom of the table on overall performance scoring 6.12, followed by Severn Trent with 6.38.

The industry overall score edged up slightly by 0.06 from August 2022 when the last survey was undertaken to 7.55.

The R-MeX survey takes place twice a year and provides a quantitative and qualitative measurement of wholesaler service to retailers.

The survey consists of eight questions covering topics such as engagement, communication and data quality. Retailers provide a score between 0-10 and have the option to provide additional feedback via an open text field.