FirstRate5® customer survey 2019

Sustainability Victoria is conducting a survey to gather feedback on the FirstRate5® software and website and FirstRate5's technical support service.

The results of this survey will be used to improve the FirstRate5® software and user support service.

The survey contains 19 questions and should take no more than 10 minutes to complete. The survey will remain open until 15th March 2020. All responses will be collated and will not be attributed to an individual. 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 fill out this survey.

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* 1. What is the size of the business you own or work in?

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* 2. Is the primary focus of the business you work for the generation of NatHERS universal certificates?

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* 4. How long have you been using FirstRate5 for?

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* 5. How many NatHERS universal certificates did you generate in the last year?

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* 6. Are you a NatHERS accredited assessor?

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* 7. 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.

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* 8. In your experience, what is the biggest challenge for improving a energy rating beyond the 6 star minimum?

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* 9. SV have been analysing account usage and are interested to know the reasons project files are not finalised (ie Universal Certificate not purchased for files uploaded to the portal). Please provide the main reasons for not finalising files:

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* 10. How do you rate the FirstRate5 helpdesk service? 

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* 11. How would you describe the level of knowledge of the technical support staff that handled your enquiry?

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* 12. Overall, were you happy with the response you received from the FirstRate5 technical support service? Please record any general comments you might have in the text box below.

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* 13. FR5 has recently included the following new features. Please indicate how useful you find these features. If you have any additional improvements to these features, please add in the comments.

  Very useful Somewhat useful Never used Don't know
Ceiling penetration tool
Split/Copy Walls
Rectangular drawing tool
Screen base height and winter/summer shading factors
Screen multiple wall attach
Sloped Ceiling Helper
Undo History
Floor/Opening Hatch on Plan
Floor Builder
Background Import/Manager
Snap to Plan
Save Snapshot
Save Checkpoint

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* 14. Below is a list of enhancements Sustainability Victoria could make to the FirstRate5 desktop application. Please rank the enhancements in order of priority. If you have any other enhancements you would like to suggest you can list these in the next question.

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* 15. Are there any other enhancements to the FirstRate5 desktop application you would like to see implemented? Please record your ideas below.

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* 16. Below is a list of enhancements Sustainability Victoria could make to the FirstRate5 website. Please rank the enhancements in order of priority. If you have any other enhancements you would like to suggest you can list these in the next question.

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* 17. Are there any other enhancements to the FirstRate5 website you would like to see implemented? Please record your ideas below.

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* 18. Do you find the FR5 Instruction Videos for each FR5 new release helpful? If you have any feedback, please add in the comments below.

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* 19. 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.

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.

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