Once contacted, they organised an appointment for survey very quickly. Pleasant staff I had to contact the company to ask how to pay for the report when advised the draft was ready. I then had to contact the company to advise that I had paid for the report (they had not told me I would need to do this). The local office didn't seem to be able to track the payment easily although paid through their web payments. The reports come out from a different email address so easy to miss. This meant additional contacts to the company as I didn't realise that it had been sent out. More so the local staff couldn't confirm it had been sent out for 24 hours although had actually sent it out themselves. Once confirming the survey with a minor question/comment, both I and my estate agent had to chase Shepherds for contact. In the meantime (without the confirmed report) I was sent this email to rate the company before in my opinion the job was completed as I had not received the finalised report. This prompted me to chase the company for my report - because I don't expect opinion surveys to be sent before the job is final and I wondered whether I had missed the report being sent. Maybe a further disconnect between sectors of the company? I was given contact details for the surveyor direct which was helpful but should not have been necessary. To clarify the issue - the conversation took approximately one minute, this was following several days delay for something very minor and quick to resolve. This unfortunately meant that we missed the end of school holiday break time for listing the property. Confirmation of the report then took just over 24 hours but because it was emailed after 5pm closing time for the firm I stopped looking for it that day and I hadn't searched for the final report until the following morning. This again adding to delay in listing the house. The process took 3 weeks in total. I feel the communication could be improved - clients should be notified of the email address from which reports will come. Feedback should be faster and proactive. The company and their partner agencies/HQ should have better joined up access to expected/activity so that the local point of contact can easily access the client information re payments, progress etc from a single point. This survey does not allow for multiple means of communication with the company - both email, telephone and in person. Variable times for response from within the call , 24 hours, to several days.