How AI can transform your AMP8 C-MeX score

As Asset Management Period 8 (AMP8) approaches, customer experience is no longer just a priority—it’s a performance imperative for UK water utilities. Ofwat has raised the bar for service quality, aligning performance expectations with the UK Customer Satisfaction Index (UKCSI). 

Under the updated framework, utilities’ financial incentives are now directly tied to their Customer Measure of Experience (C-MeX) scores relative to the UKCSI average, with an expanded incentive range amplifying the financial and reputational stakes of customer satisfaction in this regulatory cycle. Falling behind could mean financial penalties, while outperforming expectations unlocks valuable rewards.

Given this increased emphasis, water utilities must rethink their approach to customer service. AI-powered solutions offer a transformative opportunity, enabling real-time visibility, proactive communication, and operational efficiencies. By leveraging digital tools, utilities can not only enhance customer experience but also drive measurable improvements in regulatory performance and financial outcomes. 

So, how can your utility not only meet but exceed these heightened expectations? The answer lies in leveraging AI-powered solutions to revolutionise customer service, drive operational efficiency, and ultimately, boost your C-MeX score.

Ofwat’s expectations for enhanced service quality

With this reinforced commitment to elevating service quality across the UK water industry, stricter benchmarks are being implemented for customer satisfaction, responsiveness, and transparency. Under the updated framework for AMP8, utilities will not only be evaluated on service reliability but also on how effectively they engage with and support customers throughout their experience. 

Failing to meet these expectations carries real financial consequences. Companies that fall below the UKCSI risk underperformance penalties, while those that exceed expectations can secure outperformance payments—directly affecting their Return on Regulated Equity (RoRE). The updated incentive range of ±0.5% RoRE underscores the significant financial and regulatory implications tied to C-MeX scores. 

However, customer satisfaction extends beyond simply delivering reliable water service. In today’s digital world, consumers expect a seamless, transparent, and proactive service experience. According to Ofwat’s PR24 determinations, customers increasingly demand: 

• Faster issue resolution:  Customers expect service problems to be identified and addressed immediately, with minimal disruption. 

• Clear, proactive communication:  Transparency in service status, billing, and outage notifications is critical for maintaining trust. 

• Efficient complaint handling: Poor complaint resolution is one of the largest drivers of dissatisfaction and directly impacts C-MeX performance. In 2022-23, complaint levels varied widely across water companies, with the lowest performers seeing complaint rates five times higher than the best-performing utilities. (Ofwat, 2023) 

For water utilities, delays, lack of updates, and unresolved complaints can quickly erode customer trust and damage their reputation. Aligning to these expectations is no longer optional, it’s integral to regulatory success and financial stability. To meet these new challenges, utilities must modernise their approach to customer service, leveraging technology to enhance responsiveness and transparency. 

This is where AI-powered tools, like FYLD, provide the key solution. From real-time visibility into field operations to AI-driven maintenance workflows and customer self-service capabilities, digital solutions are enabling utilities to exceed regulatory expectations. 

AI-powered solutions for enhancing customer journeys 

Rising to meet these growing expectations is no small task, but AI-powered solutions are making it easier, faster, and more cost-effective. In addition to real-time, remote visibility and AI-powered workflows from FYLD, our latest solution, ShowMe, directly addresses the need for customer-centric issue resolution. 

How ShowMe transforms the customer experience:

• Instant, AI-powered issue reporting:  Customers can report service problems instantly with video site evidence, reducing miscommunication. 

• Better-prepared field teams:  Crews see issues before they arrive, leading to fewer job cancellations and faster first-time fixes. 

• Reduced downtime and rework:  AI-driven insights help streamline scheduling, cutting repeat site visits and reducing costly delays. 

• Higher C-MeX scores:  Faster response times and transparent communication drive customer satisfaction, improving regulatory performance. 

The measurable impact on C-MeX scores

Transparent communication, AI-powered insights, digital documentation, and self-service tools drive the improvements that lead to better customer experience, and therefore, better C-MeX scores. Beyond customer satisfaction, adopting AI tools can also help utilities optimise their operations and resource management to better control costs and reduce the impact of critical issues such as leakage and pollution events. Reduced incidents, reduced disruptions, and fewer repeat visits translate to big operational savings, helping utilities maximise efficiency while meeting regulatory standards. 

The road ahead: Implementing AI for AMP8 success

Implementing AI tools isn’t just about keeping up—it’s about leading the industry. UK utilities that adopt AI-powered platforms like FYLD are setting new standards for customer service, compliance, and operational excellence. 

Within just weeks of integrating a tool like FYLD, utilities can automate customer communication and streamline maintenance while building toward comprehensive, AI-driven operations across their entire organisation. As AI technology continues to evolve, utilities must stay agile and continuously refine their strategies.With AMP8 placing greater emphasis on customer experience, now is the time to embrace AI-driven strategies.

Take the first step toward transforming your customer experience. Book a personalised demo of FYLD today to see how our AI-powered solutions can help your utility excel in AMP8 and beyond.