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Operations & Data

Incident Communication Effectiveness Survey

Measures customer perceptions of clarity, timeliness, and trust in crisis and outage communications. Designed for B2B operations teams seeking to benchmark and improve incident response communication.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全23問・約10分
Q01
メッセージ

Thank you for taking part in this survey about our incident communications. Your honest feedback will help us improve how we communicate during service disruptions. This survey takes approximately 11 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your genuine opinions. All responses are confidential and will be reported only in aggregate.

Q02
選択式

Have you personally experienced a service disruption or incident from us within the past 6 months?

  • Yes
  • No
  • I'm not sure
Q03
選択式

Where did you first learn about the incident from us?

  • Email
  • SMS / text message
  • Mobile app push notification
  • In-app message
  • Website status page or banner
  • Social media
  • Phone call / IVR
  • Live chat / agent
  • I did not receive any communication
  • Other
Q04
オピニオンスケール

How quickly did we notify you after the issue began affecting you?

スケール: 1 – 7
最小:Extremely slowly最大:Extremely quickly
Q05
ランク付け

Please rank the following types of information by how valuable they are to you during an incident. Drag the most important to the top.

  1. Cause of the issue
  2. Impacted services or regions
  3. Steps being taken to fix it
  4. Workarounds or temporary steps
  5. Estimated time to resolution
  6. Timing of the next update
ドラッグして順位を付ける
Q06
自由回答（長文）

Based on your experience, what is one thing we could improve in our future incident communications?

Q07
プルダウン

What is your primary role?

  • Operations
  • Customer support
  • Engineering
  • Product management
  • IT / Infrastructure
  • Executive / Leadership
  • Other
Q08
メッセージ

Thank you for your feedback — your responses will directly help us improve how we communicate during future incidents.

Q09
プルダウン

Approximately when did the most recent incident occur?

  • Within the last 7 days
  • 8–30 days ago
  • 1–3 months ago
  • 4–6 months ago
  • Not sure
Q10
選択式

Which channels did you receive updates from during the incident? Select all that apply.

  • Email
  • SMS / text message
  • Mobile app push notification
  • In-app message
  • Website status page or banner
  • Social media
  • Phone call / IVR
  • Live chat / agent
  • I did not receive any updates
  • Other
Q11
オピニオンスケール

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

スケール: 1 – 7
最小:Far too infrequent最大:Far too frequent
Q12
選択式

How often would you prefer to receive updates while an incident is ongoing?

  • Every 15 minutes
  • Every 30 minutes
  • Hourly
  • Every 2–4 hours
  • Only when there is new information
  • It depends on the severity of the incident
Q13
AIインタビュー

We'd like to understand your incident communication experience in more depth. An AI moderator will ask a couple of brief follow-up questions based on your earlier responses.

Q14
プルダウン

What region are you based in?

  • North America
  • Europe
  • Asia-Pacific
  • Latin America
  • Middle East
  • Africa
  • Prefer not to say
Q15
メッセージ

Please think about the most recent incident as you answer the following questions.

Q16
オピニオンスケール

How clear and easy to understand were the incident communications?

スケール: 1 – 7
最小:Not at all clear最大:Extremely clear
Q17
選択式

Which communication formats are most helpful to you during an incident? Select all that apply.

  • Plain-language summary
  • Link to technical details
  • Timeline of events
  • Impact map or status page
  • Next steps checklist
  • Short video update
  • Other
Q18
プルダウン

Approximately how many employees work at your organization?

  • 1–49
  • 50–249
  • 250–999
  • 1,000–4,999
  • 5,000+
  • Prefer not to say
Q19
オピニオンスケール

How accurate was the information provided in the incident communications?

スケール: 1 – 7
最小:Not at all accurate最大:Extremely accurate
Q20
プルダウン

How long have you been using our product or service?

  • Less than 3 months
  • 3–12 months
  • 1–3 years
  • More than 3 years
  • Not applicable
Q21
オピニオンスケール

How actionable were the instructions or guidance provided during the incident?

スケール: 1 – 7
最小:Not at all actionable最大:Extremely actionable
Q22
オピニオンスケール

How complete was the information provided — did it cover everything you needed to know?

スケール: 1 – 7
最小:Very incomplete最大:Very complete
Q23
オピニオンスケール

After the incident, how confident are you in our ability to manage future incidents effectively?

スケール: 1 – 7
最小:Not at all confident最大:Extremely confident

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Includes dedicated opinion-scale questions covering timeliness, clarity, accuracy, actionability, and completeness of incident communications — not just a single satisfaction score
  • Uses an AI follow-up interview to probe open-ended feedback in depth, going beyond a single static open-text box
  • Segments respondents by role, region, org size, and tenure via dropdowns, enabling benchmarking across customer segments
  • Built specifically for B2B operations teams to compare crisis/outage communication performance, with an auto-generated report at the end

Jotform

Incident and Improvement Report Form Template

This is an internal incident/improvement report form for logging what happened and follow-up actions, not a customer-facing survey measuring perceptions of communication quality. It's a static, ready-to-embed form rather than a research instrument for benchmarking trust or clarity. Useful for incident documentation workflows, but a different use case than QuestionPunk's template.

優れている点

  • Ready-to-use, embeddable form for logging incident details
  • Simple structure suited for internal reporting workflows
  • Part of Jotform's large template library, easy to customize fields

物足りない点

  • Focused on incident logging/reporting, not measuring customer perception of communications
  • Static form fields with no adaptive follow-up questioning
  • No built-in scoring or analysis of response quality

QuestionPro

Company Communication Survey | Communication survey questions

A general communications evaluation template, likely aimed at internal or company-wide communication effectiveness rather than incident/crisis-specific scenarios. It provides a bank of communication survey questions that could be adapted, but isn't purpose-built around outage timelines, channel usage during incidents, or post-incident trust recovery. Good as a broad starting point rather than a crisis-communication-specific instrument.

優れている点

  • Established survey platform with broad question library for communication topics
  • Template covers general communication satisfaction themes
  • Likely supports standard survey logic and reporting dashboards

物足りない点

  • Not tailored to incident/outage-specific timing, channels, or severity questions
  • No adaptive AI interview to explore open-ended trust or clarity feedback further
  • No transparent, publishable methodology for how responses are scored

SurveySparrow

Customer Communication Survey Template

A customer communication survey template, positioned generically for marketing/customer-experience use rather than incident or outage communication specifically. It likely covers general satisfaction with company communications but not incident-specific dimensions like notification speed or update frequency during an active outage. Reasonable generic starting point, requiring heavy customization for incident-response benchmarking.

優れている点

  • Conversational survey format that may improve completion rates
  • General-purpose customer communication questions ready to adapt
  • Part of a broader marketing template library for quick deployment

物足りない点

  • Not built around incident/crisis timelines, channels, or update cadence
  • Static question set with no adaptive AI-driven follow-up probing
  • No documented per-response quality scoring or transparent prompt methodology

よくあるご質問

「Incident Communication Effectiveness Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が23問含まれており、最初の設問は次のとおりです：「Thank you for taking part in this survey about our incident communications. Your honest feedback will help us improve ho…」・「Have you personally experienced a service disruption or incident from us within the past 6 months?」・「Where did you first learn about the incident from us?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、23問を約10分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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