REAL Assurance Scheme Consumer Satisfaction Questionnaire

This questionnaire has been devised by the REAL Assurance Scheme. The company that sold or leased you your home generation system is a member of the Scheme, 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.

We treat your response in confidence. We will not share it with any organisation except perhaps the Office of Fair Trading. We will aggregate your response with all the others we receive and analyse them so that we can indentify any emerging trends. We will then publish the results of our survey in our annual report.

If your response suggests that you are very unhappy with the service you have received we may approach the company on your behalf to investigate the matter if you would like us to do so.

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1. Please provide the following information.

Please provide the following information. Name of the company:
Name of consumer:
Date contract was signed:

2. Awareness of the Code.

Were you made aware of the REAL Assurance Consumer Code before you signed your contract?

Awareness of the Code. Were you made aware of the REAL Assurance Consumer Code before you signed your contract? Yes

3. Pre-contractual information.

Were you provided with sufficient information about the system before you signed the contract?

Pre-contractual information. Were you provided with sufficient information about the system before you signed the contract? Yes

4. Pre-contractual information.

Was the likely performance of the system and what this would mean in financial terms explained clearly to you?

Pre-contractual information. Was the likely performance of the system and what this would mean in financial terms explained clearly to you? Yes

5. Selling Techniques.

Did you feel at all pressurised by the company into buying or leasing the system?

Selling Techniques. Did you feel at all pressurised by the company into buying or leasing the system? Yes

6. Fair contracts.

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

Fair contracts. Did you at any stage have any concerns about the contract you signed? Yes

7. Delivery and completion dates.

Was your system delivered and installed on time?

Delivery and completion dates. Was your system delivered and installed on time? Yes

8. Cancellation rights.

Were you made aware that, without exception, you had the right to cancel the contract within seven working days from the time you signed the contract?

Cancellation rights. Were you made aware that, without exception, you had the right to cancel the contract within seven working days from the time you signed the contract? Yes

9. Guarantees and warranties.

Did the company explain clearly to you about the guarantees and warranties that are linked to your system?

Guarantees and warranties. Did the company explain clearly to you about the guarantees and warranties that are linked to your system? Yes

10. 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?

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? Yes

11. Complaints.

Did the company make you aware that there is a complaints procedure should you need to make a complaint?

Complaints. Did the company make you aware that there is a complaints procedure should you need to make a complaint? Yes

12. Overall.

How satisfied are you with the system you have installed?

	Very Dissatisfied 1	2	3	4	5	6	7	8	9	Very Satisfied 10
Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied.	*Overall. How satisfied are you with the system you have installed? Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. Very Dissatisfied 1	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 2	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 3	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 4	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 5	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 6	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 7	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 8	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 9	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. Very Satisfied 10

13. Overall.

How satisfied are you with the way the company sold or leased you the system?

	Very Dissatisfied 1	2	3	4	5	6	7	8	9	Very Satisfied 10
Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied.	*Overall. How satisfied are you with the way the company sold or leased you the system? Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. Very Dissatisfied 1	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 2	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 3	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 4	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 5	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 6	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 7	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 8	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. 9	Please indicate on a scale of 1 to 10, with 1 being very dissatisfied and 10 being very satisfied. Very Satisfied 10

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14. I confirm that the information provided in this questionnaire is true and accurate.

I confirm that the information provided in this questionnaire is true and accurate. I confirm

Don't confirm

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REAL Assurance Scheme Consumer Satisfaction Questionnaire

*1. Please provide the following information.

2. Awareness of the Code.Were you made aware of the REAL Assurance Consumer Code before you signed your contract?

3. Pre-contractual information.Were you provided with sufficient information about the system before you signed the contract?

4. Pre-contractual information.Was the likely performance of the system and what this would mean in financial terms explained clearly to you?

5. Selling Techniques.Did you feel at all pressurised by the company into buying or leasing the system?

6. Fair contracts.Did you at any stage have any concerns about the contract you signed?

7. Delivery and completion dates.Was your system delivered and installed on time?

8. Cancellation rights.Were you made aware that, without exception, you had the right to cancel the contract within seven working days from the time you signed the contract?

9. Guarantees and warranties.Did the company explain clearly to you about the guarantees and warranties that are linked to your system?

10. 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?

11. Complaints.Did the company make you aware that there is a complaints procedure should you need to make a complaint?

12. Overall.How satisfied are you with the system you have installed?

13. Overall.How satisfied are you with the way the company sold or leased you the system?

*14. I confirm that the information provided in this questionnaire is true and accurate.