Only thing I would suggest is re wording the initial instruction email which is actually a request for the customer to confirm that you definitely want to be instructed. Having submitted a form and spoken to someone on the phone I had read the first para of this email and assumed all was already in hand - it wasn't until the last line of the email it asks for written confirmation to move ahead. Rest of the process was super smooth. The survey itself was so detailed! Really useful and has provided us with such clarity of what we are walking into. Really clear and useful in its format and providing a great deal of advice.