Date: March 2026

Introduction to the customer feedback survey

We’d like to hear about your experiences of having a recent retrofit survey, whether online or in-person. Everyone who has had a survey between the 2nd March and the 30th April has been invited to take part in the satisfaction survey.

This satisfaction survey is being run by the Centre for Sustainable Energy (CSE), a charity that supports people and organisations across the UK to transform our energy system and tackle the climate emergency.

What are the aims of the customer feedback survey?

CSE want to understand two things:

1. Your experience, and level of satisfaction, with the retrofit survey you received.
2. The impact of your retrofit survey, including any retrofit actions you are intending to take

The customer feedback survey is an opportunity for you to tell us how you felt about the service you received. This will help us to determine whether online retrofit surveys are providing customers with the information they need, and empowering you to take action following your survey.

What’s involved?

The customer feedback survey will take about 10 minutes to complete. You’ll be asked for your views about taking part, how you felt, and any retrofit improvements you’re considering taking.

There will also be questions about you and your household. This will help us to understand who is taking part in retrofit surveys and how your experience can be improved.

Most of the questions are multiple choice. Any mandatory questions are indicated with an asterisk. The remaining questions are optional, and you can skip these if they don’t apply to you, or you don’t feel comfortable answering them.

What are the timescales?

The survey will be open from Monday 2nd March to Thursday 30th April.

Is there a prize?

Yes! After completing the survey, you can choose to enter a prize draw. The prize is a £50 shopping voucher. The winner will be picked at random.

Click here for the prize draw terms and conditions.

Will my response be anonymous?

Your response to the survey will be anonymous to CSE. We will not receive any personal information about you (e.g., name, contact details) unless you agree to be entered into the prize draw. Instead, we will ask you to generate a unique survey ID at the start of the survey. This is to help manage and link survey responses for participants who have both an in-person and online retrofit survey.

Any comments that you make in the feedback survey may be anonymously quoted in publications, reports, web pages, and other research outputs. You will not be identifiable in any published results.

What data will you collect and how will you use it?

We will collect your answers to the survey. Any information you provide in the survey will be used by CSE researchers to evaluate the retrofit surveys.

Some of the questions in the survey cover sensitive data such as whether you have any your gender, and your ethnicity. We are asking for this information to understand who is taking part in retrofit surveys and how these can be designed to be accessible to lots of different people. Although it is anonymous, under data protection regulations this is classed as special category data which requires extra consent. We will ask for your consent for processing this data in the survey. Our lawful basis for processing under Article 6 of the UK General Data Protection Regulation (GDPR) is ‘consent’.

What happens to my data?

Upon completion of the feedback survey, CSE will fully anonymise all survey responses, meaning that it will no longer be possible to identify your individual answers. CSE will store the anonymised survey responses for future research purposes.

What happens if I no longer want to participate?

Your participation is completely voluntary. You are free to end the survey at any time without completing it. You can also withdraw your consent for CSE to use any information you have shared. To do this please email us. However, once the data has been completely anonymised after you’ve submitted your responses, it will not be possible to identify and delete your individual answers.

How will you keep my information safe?

All information shared by you for this research will be kept strictly confidential. CSE will only use the data in accordance with all applicable laws and regulations. Your personal data will be processed in line with the Data Protection Act 2018 on the lawful basis of consent. CSE will ensure protection of all personal information held and recognises its obligations in maintaining a system that meets GDPR requirements.

Click here to access CSE’s full privacy policy. CSE’s Information Commissioner’s Office (ICO) registration is Z7115671.