Consumer Satisfaction Questionnaire

Complete this form to submit a Satisfaction Questionnaire

About this questionnaire

The company that sold or leased you your home generation system is a member of the Renewable Energy Consumer Code, which was set up to ensure that consumers receive a high standard of service. As part of our work we monitor how satisfied consumers are with the service they have received and also check that member companies are complying with the Code.

We will treat your response in confidence and analyse it along with all the others so that we can identify any emerging trends. We will then publish the results of our survey on our website and in our annual report.

If you are very unhappy with the service you have received please complain to the company. If you have already done so and your complaint is unresolved you can complain to us by completing the complaint form on our website.

If you are particularly satisfied or dissatisfied and would like to tell us more please complete the additional comments section below. Alternately you can email us on

Completing this questionnaire:

We expect completing the questionnaire to take no more than 5 to 10 minutes. Please answer all of the questions. Once complete simply click 'submit' at the bottom of the page. If you require any assistance please do get in touch on 0207 981 0850.

Company & consumer details

Please use the box above to select the company
* Type of system(s) installed


Based on your experience, on a scale of 1 to 5, where 1 is very poor and 5 is very good, how would you rate:

* The company's selling methods
* Information provided
* Customer service
* Quality of work
* Value for money
* Your overall experience

Awareness of the Code

* Were you made aware of the Renewable Energy Consumer Code (RECC)?

MCS (Microgeneration Certification Scheme)

* Were you provided with a handover pack within 10 days of the installation?

Selling techniques

* Did you sign the contract in your home when a representative of the company was with you?
* Did you feel at all pressurised by the company into signing the contract?

Pre-contractual information

* Do you feel you were provided with enough information before you signed the contract?
* Was the likely performance of the system and what this would mean in financial terms explained clearly to you?

Finance/credit agreement

* Did you buy the system on credit/through a finance agreement?
* Did you feel you were given adequate information and documents about this agreement?

Fair contracts

* Did you at any stage have any concerns about the contract you signed?

Cancellation rights

* Were you made aware that, without exception, after signing the contract you would have a ‘cancellation period’ in which to change your mind so that if you cancelled the contract within that time you would get a refund of any deposit?


* Did you pay a deposit?
* Were you informed that the deposit was insured?
* Have you received an insurance policy for the deposit (this may be one policy to cover the deposit and the workmanship warranty?

Delivery and completion dates

* Was your system delivered and installed on time?

After sales service provisions

* Do you have the name and address of a contact at the company in case you need to follow up on any issues in the future?

Guarantees and warranties

* Did the company explain clearly to you about the guarantees and warranties that are linked to your system?
* Was the workmanship warranty for at least two years?
* Were you informed that the workmanship warranty was insured?
* Did you receive an insurance policy for the workmanship warranty (this may be one policy to cover the deposit and the workmanship warranty)?


* Did the company make you aware that there is a dispute resolution process should you need to make a complaint?
* Have you made a complaint?
* Were you satisfied with how your complaint was handled?

Additional comments

If you would like to include any further information on your installation please use the following text box.