Q01
Message
All templatesOperations & Data
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 · ~10 min
Q02
Multiple Choice
Have you personally experienced a service disruption or incident from us within the past 6 months?
- Yes
- No
- I'm not sure
Q03
Multiple Choice
Where did you first learn about the incident from us?
- 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
Q04
Opinion Scale
How quickly did we notify you after the issue began affecting you?
Scale: 1 – 7
Min:Extremely slowlyMax:Extremely quickly
Q05
Ranking
Please rank the following types of information by how valuable they are to you during an incident. Drag the most important to the top.
- Cause of the issue
- Impacted services or regions
- Steps being taken to fix it
- Workarounds or temporary steps
- Estimated time to resolution
- Timing of the next update
Drag to rank
Q06
Long Text
Based on your experience, what is one thing we could improve in our future incident communications?
Q07
Dropdown
What is your primary role?
- Operations
- Customer support
- Engineering
- Product management
- IT / Infrastructure
- Executive / Leadership
- Other
Q08
Message
Thank you for your feedback — your responses will directly help us improve how we communicate during future incidents.
Q09
Dropdown
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
Q10
Multiple Choice
Which channels did you receive updates from during the incident? Select all that apply.
- 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
Q11
Opinion Scale
How would you describe the frequency of updates you received during the incident?
Scale: 1 – 7
Min:Far too infrequentMax:Far too frequent
Q12
Multiple Choice
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
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
Dropdown
What region are you based in?
- North America
- Europe
- Asia-Pacific
- Latin America
- Middle East
- Africa
- Prefer not to say
Q15
Message
Please think about the most recent incident as you answer the following questions.
Q16
Opinion Scale
How clear and easy to understand were the incident communications?
Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q17
Multiple Choice
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
Q18
Dropdown
Approximately how many employees work at your organization?
- 1–49
- 50–249
- 250–999
- 1,000–4,999
- 5,000+
- Prefer not to say
Q19
Opinion Scale
How accurate was the information provided in the incident communications?
Scale: 1 – 7
Min:Not at all accurateMax:Extremely accurate
Q20
Dropdown
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
Q21
Opinion Scale
How actionable were the instructions or guidance provided during the incident?
Scale: 1 – 7
Min:Not at all actionableMax:Extremely actionable
Q22
Opinion Scale
How complete was the information provided — did it cover everything you needed to know?
Scale: 1 – 7
Min:Very incompleteMax:Very complete
Q23
Opinion Scale
After the incident, how confident are you in our ability to manage future incidents effectively?
Scale: 1 – 7
Min:Not at all confidentMax:Extremely confident
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.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Includes dedicated opinion-scale questions covering timeliness, clarity, accuracy, actionability, and completeness of incident communications — not just a single satisfaction score
- Uses an AI follow-up interview to probe open-ended feedback in depth, going beyond a single static open-text box
- Segments respondents by role, region, org size, and tenure via dropdowns, enabling benchmarking across customer segments
- Built specifically for B2B operations teams to compare crisis/outage communication performance, with an auto-generated report at the end
Jotform
Incident and Improvement Report Form TemplateThis is an internal incident/improvement report form for logging what happened and follow-up actions, not a customer-facing survey measuring perceptions of communication quality. It's a static, ready-to-embed form rather than a research instrument for benchmarking trust or clarity. Useful for incident documentation workflows, but a different use case than QuestionPunk's template.
What it does well
- Ready-to-use, embeddable form for logging incident details
- Simple structure suited for internal reporting workflows
- Part of Jotform's large template library, easy to customize fields
Where it falls short
- Focused on incident logging/reporting, not measuring customer perception of communications
- Static form fields with no adaptive follow-up questioning
- No built-in scoring or analysis of response quality
QuestionPro
Company Communication Survey | Communication survey questionsA general communications evaluation template, likely aimed at internal or company-wide communication effectiveness rather than incident/crisis-specific scenarios. It provides a bank of communication survey questions that could be adapted, but isn't purpose-built around outage timelines, channel usage during incidents, or post-incident trust recovery. Good as a broad starting point rather than a crisis-communication-specific instrument.
What it does well
- Established survey platform with broad question library for communication topics
- Template covers general communication satisfaction themes
- Likely supports standard survey logic and reporting dashboards
Where it falls short
- Not tailored to incident/outage-specific timing, channels, or severity questions
- No adaptive AI interview to explore open-ended trust or clarity feedback further
- No transparent, publishable methodology for how responses are scored
SurveySparrow
Customer Communication Survey TemplateA customer communication survey template, positioned generically for marketing/customer-experience use rather than incident or outage communication specifically. It likely covers general satisfaction with company communications but not incident-specific dimensions like notification speed or update frequency during an active outage. Reasonable generic starting point, requiring heavy customization for incident-response benchmarking.
What it does well
- Conversational survey format that may improve completion rates
- General-purpose customer communication questions ready to adapt
- Part of a broader marketing template library for quick deployment
Where it falls short
- Not built around incident/crisis timelines, channels, or update cadence
- Static question set with no adaptive AI-driven follow-up probing
- No documented per-response quality scoring or transparent prompt methodology
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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