Skip to content

FR5 Customer survey 2025

FirstRate5® customer survey 2025

Sustainability Victoria is conducting a survey to gather feedback on the FirstRate5 software and certificate portal, the Whole of Home Tool and FirstRate5's technical support service.

The results of this survey will be used to improve the FR5 software, the Whole of Home Tool and user support services. The survey contains 24 questions and should take no more than 10 minutes to complete. The survey will remain open until Friday 28th November 2025 (5pm).

All responses will be collated and will not be attributable to individuals. Only anonymised data will be reported publicly and the information will be held in accordance with Sustainability Victoria's privacy statement.

We appreciate you taking the time to complete this survey.
1.What is the size of the business you own or work in?(Required.)
2.Is the primary focus of the business you work for the generation of NatHERS certificates?(Required.)
3.Do you provide other types of energy efficiency modelling services outside of the NatHERS scope? If so, please specify these services and the software you currently use for this modelling.(Required.)
4.In which state are the majority of the dwellings you assess located in?(Required.)
5.How long have you been using FirstRate5 for?(Required.)
6.How many NatHERS universal certificates did you generate in the last year?(Required.)
7.Are you a NatHERS accredited assessor?(Required.)
8.How do you rate the FirstRate5 helpdesk service? (Required.)
9.How would you describe the level of knowledge of the technical support staff that handled your enquiry?(Required.)
10.Overall, were you happy with the response you received from the FirstRate5 technical support service? Please record any general comments or barriers preventing you from contacting the Helpdesk in the text box below.(Required.)
11.In your experience, what is the biggest challenge adopting the NCC 2022 changes, please add them here (if applicable).
12.How do you complete NatHERS Whole of Home assessments?
13.FR5's Whole of Home tool allows users to duplicate and create a report that directly compares up to 3 different design options. Do you use this report to comminucate different Whole of Home appliance options to your client?(Required.)
14.The FR5 v5.5.5a release included the new Optimisaion Tab and Global Zoning Batch Calculation. How useful have you found these features? More information can be found in this training video.
Very useful
Somewhat useful
Never used
Don't know
Global Zoning Editing and Calculations
Optimisation Functionality
15.How frequently do you use FirstRate5 to give your customers/building designers options for improving the thermal performance of dwellings above the minimum required star rating? Please record any general comments you might have in the text box below.(Required.)
16.How often do clients ask you to calculate Embodied Carbon for their projects? Embodied Carbon is the total emissions associated with building materials and construction processes.(Required.)
17.The NatHERS Administrator is continuing to expand the NatHERS for existing home scheme. Have you observed any increased interest or inquiries from your clients regarding NatHERS ratings for existing homes?
18.Are there any specific Roof Constructions Types you wish to see added to FR5?
19.Are there any specific enhancements to the FirstRate5 desktop application you would like to see implemented? Please record your ideas below.
20.Recently, new Whole of Home website functionality has been added allowing WoH appliance specifications to be quickly copied from previous projects to new projects. Are there any further improvements you wish to see added to Whole of Home tool?
21.Are there any other enhancements to the FirstRate5 website you would like to see implemented? Please record your ideas below.
22.Do you prefer to upload FR5 projects to the portal via the FR5 desktop software or directly on the FR5 website Portal upload page?
23.Do you find the FR5 Instruction Videos for each FR5 new release helpful? If you have any feedback, please add in the comments below. (Videos can be found under the FAQs page - fr5.com.au/faqs)
24.Sustainability Victoria may like to follow up with you regarding some of your responses (e.g. more details about suggested software enhancements). If you are happy for us to contact you please enter your name and email address below. Please also indicate if you are interested in potentially testing future software releases.
Thank you for taking the time to participate in the customer survey. The results of this survey will be used to improve the FirstRate5® software and user support service provided by Sustainability Victoria.
Current Progress,
0 of 24 answered