Please answer about the most recent disruption or urgent incident you experienced from us within the past 6 months.
When did that incident occur?
Where did you first see our communication about the incident?
- 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
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 quickly did we notify you after the issue began affecting you?
How appropriate was the frequency of updates during the incident?
Please rate the following aspects of the incident communications.
After the incident, how much confidence do you have in us to manage future incidents?
Attention check: To confirm you are paying attention, please select "I agree."
- I agree
- I disagree
- Not sure
Please rank the information that is most valuable to you during an incident (top = most important).
Preferred cadence for updates while an incident is ongoing:
- Every 15 minutes
- Every 30 minutes
- Hourly
- Every 2–4 hours
- Only when there is new information
- Depends on severity
Which formats help you most during an incident? Select all that apply.
- Plain-language summary
- Link to technical details
- Timeline of events
- Impact map/status page
- Next steps checklist
- Short video update
What is your primary role?
What region are you based in?
Approximately how many employees work at your organization?
How long have you used our product/service?
What is one thing we could improve in future incident communications?
Max 600 chars
AI Interview: 2 Follow-up Questions on incident communications
Thank you for your feedback—your responses will help us improve future incident communications.