Following Ofwat’s approval and the subsequent implementation of the Business Customer and Retailer Measure of Experience (BR-MeX) code change, BR-MeX went ‘live’ on 1 April 2025.
Three of the Market Performance Framework (MPF) new Key Performance Indicators (KPIs) that form part of BR-MeX will first be reported from May 2025 for performance observed in April 2025.
Their implementation will also mean that the current wholesaler Operational Performance Standards (OPS) will be retired from April.
MOSL said the inclusion of the KPIs in BR-MeX creates a step change in the level of financial incentives on wholesalers to deliver good service to business customers.
In developing and implementing the new measure, Ofwat said that the final design achieves a balance between quantitative and qualitative elements, with a “scale of incentive that should drive meaningful improvements in the service levels experience by business customers and retailers.”
MOSL will be responsible for collecting data for all components of BR-MeX over the next five years of the AMP8 2025-30 investment period that BR-MeX is in operation. Ofwat will be responsible for calculating and publishing the overall BR-MeX scores for each wholesaler.
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