Incident Communication & Stakeholder Update Survey

Thank you for participating in this survey about our incident communication. We want to understand your experience with how we communicated during a recent incident so we can improve. This survey takes approximately 10 minutes. Your participation is voluntary and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only.

When did you most recently receive an incident communication from us?

• In the past 7 days
• 8–30 days ago
• 31–60 days ago
• More than 60 days ago
• I don't recall

How timely was the first notification you received about that incident?

Which communication channels did you use or notice during that incident? (Select all that apply.)

• Email
• SMS/text
• In-app or push notification
• Status page
• Phone call
• Social media
• Dashboard/banner
• Other (please specify)

How clear was the description of the incident's impact on your services or workflows?

Overall, how would you rate the communication you received for that incident?

Thinking about the incident communication you evaluated in this survey, what worked well and what could be improved? Please share your thoughts and we'll follow up with a few questions.

What is your primary role?

• Developer
• SRE/Operations
• Security
• Product/Project management
• Customer support
• Executive/Leadership
• Procurement/Vendor management
• Other

Thank you for taking the time to share your feedback. Your responses will help us improve how we communicate during incidents. If you have any questions about this survey, please contact our team.

Approximately how long after the incident started did you receive the first notification?

• Under 1 hour
• 1–2 hours
• 3–6 hours
• 7–12 hours
• 13–24 hours
• 25–48 hours
• More than 48 hours
• Not sure

Of the channels you used, rank them by usefulness for this incident (top = most useful).

1. Email
2. SMS/text
3. In-app or push notification
4. Status page
5. Phone call
6. Social media
7. Dashboard/banner

How clear were the progress updates provided during the incident?

How confident are you that you will be kept appropriately informed during a future incident?

Based on your responses in this survey, is there anything else you would like to share about our incident communications?

Which region are you primarily located in?

• North America
• Latin America
• Europe
• Middle East & Africa
• Asia
• Oceania
• Prefer not to say

How would you describe the frequency of updates you received during the incident?

How clear was the resolution summary once the incident was resolved?

Approximately how many employees are in your organization?

• 1–49
• 50–249
• 250–999
• 1,000–4,999
• 5,000+
• Prefer not to say

During a major incident, how often would you prefer to receive updates?

• Every 15 minutes
• Every 30 minutes
• Hourly
• Every 2–3 hours
• Only when status changes
• Only at start and resolution

How clear was the root cause explanation provided after the incident?

How long have you used our product or service?

• Under 3 months
• 3–12 months
• 1–3 years
• More than 3 years
• Not sure