Q01
Long Text
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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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
23 questions · ~4 min
Q02
Multiple Choice
Have you personally experienced a service disruption or incident from us within the past 6 months?
Q03
Multiple Choice
Where did you first learn about the incident from us?
Q04
Long Text
How quickly did we notify you after the issue began affecting you?
Q05
Long Text
Please rank the following types of information by how valuable they are to you during an incident. Drag the most important to the top.
Q06
Long Text
Based on your experience, what is one thing we could improve in our future incident communications?
Q07
Long Text
What is your primary role?
Q08
Long Text
Thank you for your feedback — your responses will directly help us improve how we communicate during future incidents.
Q09
Long Text
Approximately when did the most recent incident occur?
Q10
Multiple Choice
Which channels did you receive updates from during the incident? Select all that apply.
Q11
Long Text
How would you describe the frequency of updates you received during the incident?
Q12
Multiple Choice
How often would you prefer to receive updates while an incident is ongoing?
Q13
AI Interview
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
Long Text
What region are you based in?
Q15
Long Text
Please think about the most recent incident as you answer the following questions.
Q16
Long Text
How clear and easy to understand were the incident communications?
Q17
Multiple Choice
Which communication formats are most helpful to you during an incident? Select all that apply.
Q18
Long Text
Approximately how many employees work at your organization?
Q19
Long Text
How accurate was the information provided in the incident communications?
Q20
Long Text
How long have you been using our product or service?
Q21
Long Text
How actionable were the instructions or guidance provided during the incident?
Q22
Long Text
How complete was the information provided — did it cover everything you needed to know?
Q23
Long Text
After the incident, how confident are you in our ability to manage future incidents effectively?
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.