Incident Communication Effectiveness Survey

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.

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

• Yes
• No
• I'm not sure

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

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

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

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

What is your primary role?

• Operations
• Customer support
• Engineering
• Product management
• IT / Infrastructure
• Executive / Leadership
• Other

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

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

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

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

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

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.

What region are you based in?

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

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

How clear and easy to understand were the incident communications?

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

Approximately how many employees work at your organization?

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

How accurate was the information provided in the incident communications?

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

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

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

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