Service Timeline & Status Communication Feedback Survey

Thank you for participating in this survey about your recent service experience. We'd like to understand how clearly timelines, status updates, and service commitments were communicated to you. This survey takes approximately 10 minutes. Your participation is entirely voluntary, and you may stop at any time. All responses are confidential and will be reported in aggregate only. There are no right or wrong answers—we simply value your honest feedback.

Which type of interaction are you recalling for this survey?

• Delivery or order fulfillment
• Support ticket
• Service appointment or field visit
• Billing or account change
• Onboarding or implementation
• Other (please specify)

How clear was the initial ETA or time target you were given?

How accurate was the communicated ETA compared to the actual timing of your interaction?

Which channels do you prefer for receiving ETAs and status updates? Select all that apply.

• Email
• SMS / text message
• Mobile app push notification
• In-app or web portal
• Phone call
• Live chat
• WhatsApp or similar messaging app
• Other (please specify)

Overall, how satisfied are you with the way ETAs and status updates were communicated during this interaction?

Are you using our service as an individual or on behalf of a business?

• Individual / personal use
• Business / on behalf of a company
• Both
• Prefer not to say

Thank you for your time. Your feedback will directly help us improve how we communicate timelines, status updates, and service commitments.

Were you given an estimated time of completion or a target resolution time for this interaction?

• Yes
• No
• Not sure / don't recall

How satisfied were you with how often you received status updates during this interaction?

Based on what you were told, how did the actual timing compare with the service commitment or deadline you were given?

• Completed ahead of the commitment
• Met the commitment
• Missed the commitment by less than 24 hours
• Missed the commitment by 1–3 days
• Missed the commitment by more than 3 days
• No service commitment was provided
• Not sure

How likely are you to recommend our service to a colleague or friend based on this experience?

Which region are you primarily located in?

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East / Africa
• Other or multiple regions
• Prefer not to say

How easy was it to find the current status of your interaction when you needed it?

Did the status updates you received reference your service commitment or target deadline?

• Yes, consistently
• Yes, at least once
• No
• Not applicable

Based on your experience, what would have made ETAs and status updates clearer or more helpful?

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

How clear was the communication about what the next steps would be?

If the ETA changed, how was the change communicated to you?

• Proactively before the original ETA
• At the time of the change
• After the original ETA had passed
• I was not informed of the change
• The ETA did not change
• Not sure

We'd like to understand more about your experience with how timelines and updates were communicated. Please share your thoughts, and we may ask a couple of follow-up questions.

How clear was the communication about who to contact if you had questions?