The latest Ofwat Annual Customer and Developer Measure of Experience Report 2025, delivered by BMG Research, provides an updated assessment of how customers and developers across England and Wales view the performance of their water companies.
BMG Research, part of the RSK Group, has led the survey programme for several years, covering the final year of Ofwat’s 2019 Price Review (PR19) and the first year of the 2024 Price Review (PR24). The work tracks two key measures:
- C-MeX (Customer Measure of Experience): How satisfied household customers are with their water company.
- D-MeX (Developer Measure of Experience): How satisfied developers are with developer services.
Jack Harper, Research Director at BMG Research, said the findings reflect genuine customer sentiment as the sector continues to face operational and environmental challenges.
Key Findings
C-MeX performance
The industry-wide average has fallen to 73.99 in 2024–25, although the rate of decline has slowed.
Top performers: Northumbrian Water (80.36), Wessex Water (79.71), Welsh Water (79.56).
Lowest performers: Thames Water (61.44), Southern Water (65.13).
D-MeX performance
Scores remain strong overall, averaging 76.48 across the sector.
Leaders: Portsmouth Water (84.89), Severn Trent Water (84.36), Northumbrian Water (84.04).
Drivers of Satisfaction
- Issue resolution
- Clear communication
- Responsiveness
- Customer service
Drivers of Dissatisfaction
- Poor communication
- Unresolved issues
- Water quality concerns
- Infrastructure challenges
Five Improvement Priorities
- Prioritise issue resolution.
- Communicate clearly and proactively.
- Be responsive and accessible.
- Invest in water quality and infrastructure.
- Deliver value for money.
The 2025 report is based on more than 13,600 responses collected between April 2024 and March 2025 across 17 water companies.
