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
Overall, how would you rate the communication for that incident?
Scale: 10 (star)
Min: PoorMax: Excellent
How timely was the first notification you received about that incident?
Range: 1 – 10
Min: Very lateMid: On timeMax: Very timely
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
How well did the update frequency match your needs during the incident?
Range: 1 – 10
Min: Far too infrequentMid: About rightMax: Far too frequent
Which 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
Rank the channels by usefulness for this incident (top = most useful).
Drag to order (top = most important)
- Email
- SMS/text
- Status page
- In-app or push notification
- Dashboard/banner
Please rate the clarity of each part of our incident communication.
| Rows | Strongly disagree | Disagree | Neither | Agree | Strongly agree |
|---|
| Subject or title made the topic clear | • | • | • | • | • |
| Plain language (minimal jargon) | • | • | • | • | • |
| Impact on your service was clearly described | • | • | • | • | • |
| Actions we were taking were clear | • | • | • | • | • |
| What you needed to do (if anything) was clear | • | • | • | • | • |
| When to expect the next update was stated | • | • | • | • | • |
| How to get help was easy to find | • | • | • | • | • |
How confident are you that you'll be kept appropriately informed in a future incident?
Range: 1 – 10
Min: Not confidentMid: SomewhatMax: Very confident
If a major incident occurs, how often would you prefer updates?
- Every 15 minutes
- Every 30 minutes
- Hourly
- Every 2-3 hours
- Only when status changes
- Only at start and resolution
What worked well about our incident communication?
Max 600 chars
What is one improvement that would make our incident updates more useful for you?
Max 600 chars
What is your primary role?
- Developer
- SRE/Operations
- Security
- Product/Project management
- Customer support
- Executive/Leadership
- Procurement/Vendor management
- Other
Which region are you primarily located in?
- North America
- Latin America
- Europe
- Middle East
- Africa
- Asia
- Oceania
- Prefer not to say
About how many employees are in your organization?
- 1-49
- 50-249
- 250-999
- 1,000-4,999
- 5,000+
- Prefer not to say
How long have you used our product or service?
- Under 3 months
- 3-12 months
- 1-3 years
- More than 3 years
- Not sure
Attention check: For this question only, please select "No".
Is there anything else you would like us to know about our incident communications?
Max 600 chars
AI Interview: 2 Follow-up Questions on Incident Communication
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast Thank you for your time—your feedback helps us improve.