Incident Communication Effectiveness Assessment

Thank you for taking the time to share your feedback on our incident communications. This survey asks about your experience receiving status updates during a recent incident. Your responses are confidential, will be reported only in aggregate, and will be used to improve how we communicate during future incidents. Participation is voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. Estimated time: 10 minutes.

Were you affected by, or aware of, a recent service incident involving our product?

• Yes
• No
• I'm not sure

Approximately when did you first become aware of this incident?

• Within the last 24 hours
• 1–3 days ago
• 4–7 days ago
• 8–14 days ago
• 15–30 days ago
• More than 30 days ago

Approximately how long after you first noticed the incident did you receive our first communication?

• Within 15 minutes
• 15–60 minutes
• 1–3 hours
• 3–6 hours
• 6–12 hours
• 12–24 hours
• More than 24 hours
• I don't recall
• I never received an update

How would you rate the frequency of updates during the incident?

Overall, how helpful were the incident communications in allowing you to plan or take action?

Please rank the following communication improvements from most to least important to you.

1. Faster initial notification
2. More frequent updates during the incident
3. Clearer, less technical language
4. More detail on root cause
5. Better estimated resolution timelines
6. Actionable workarounds or mitigation steps
7. More thorough post-incident summary

What best describes your primary role?

• Engineering / Operations (e.g., SRE, DevOps)
• Developer
• Product Management
• Customer Support
• Security / Compliance
• Executive / Leadership
• Other

Thank you for sharing your feedback. Your responses will help us improve how we communicate during future incidents. We appreciate your time.

Through which channels did you receive incident updates? Select all that apply.

• Email
• SMS / Text
• In-app message
• Push notification
• Status page
• Social media
• Phone call
• Chat support
• Community forum
• Other

How clear and easy to understand was the first incident update you received?

How well did our updates describe the impact of the incident on your work or service?

Overall, how satisfied are you with how we communicated during this incident?

What is one change that would most improve incident communications for you?

How long have you used our product or service?

• Less than 3 months
• 3–12 months
• 1–3 years
• More than 3 years

How well did our updates explain the cause of the incident?

Compared to your expectations, how would you rate the incident communications?

• Much worse than expected
• Worse than expected
• About as expected
• Better than expected
• Much better than expected

We'd like to understand more about your experience with our incident communications. An AI moderator will ask a couple of follow-up questions based on your earlier responses.

Where are you primarily located?

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East and Africa
• Prefer not to say

How well did our updates provide an estimated resolution timeline?

How well did our updates provide workarounds or steps you could take in the meantime?