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Crisis & Incident Communication Feedback Survey Template

Evaluate clarity, speed, and trust in incident and outage communications. Collect customer feedback with this survey template to improve customer ops updates.

What's Included

AI-Powered Questions

Intelligent follow-up questions based on responses

Automated Analysis

Real-time sentiment and insight detection

Smart Distribution

Target the right audience automatically

Detailed Reports

Comprehensive insights and recommendations

Sample Survey Items

Q1
Chat Message
Please answer about the most recent disruption or urgent incident you experienced from us within the past 6 months.
Q2
Dropdown
When did that incident occur?
  • Within the last 7 days
  • 8–30 days ago
  • 1–3 months ago
  • 4–6 months ago
  • Not sure
Q3
Multiple Choice
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
Q4
Multiple Choice
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
Q5
Rating
How quickly did we notify you after the issue began affecting you?
Scale: 10 (star)
Min: Very slowMax: Very fast
Q6
Opinion Scale
How appropriate was the frequency of updates during the incident?
Range: 1 – 10
Min: Too infrequentMid: About rightMax: Too frequent
Q7
Matrix
Please rate the following aspects of the incident communications.
RowsStrongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agreeNot applicable
The message was clear and easy to understand.••••••
It explained what happened in plain language.••••••
It stated what I needed to do, if anything.••••••
It set expectations for when the next update would arrive.••••••
The tone felt transparent and respectful.••••••
I could tell which services or regions were affected.••••••
Q8
Opinion Scale
After the incident, how much confidence do you have in us to manage future incidents?
Range: 1 – 10
Min: No confidenceMid: NeutralMax: Full confidence
Q9
Multiple Choice
Attention check: To confirm you are paying attention, please select "I agree."
  • I agree
  • I disagree
  • Not sure
Q10
Ranking
Please rank the information that is most valuable to you during an incident (top = most important).
Drag to order (top = most important)
  1. Cause of the issue
  2. Impacted services/regions
  3. Steps being taken to fix it
  4. Workarounds or temporary steps
  5. Estimated time to resolution
  6. Timing of the next update
Q11
Multiple Choice
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
Q12
Multiple Choice
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
Q13
Dropdown
What is your primary role?
  • Operations
  • Customer support
  • Engineering
  • Product management
  • IT/Infrastructure
  • Executive/Leadership
  • Other
Q14
Dropdown
What region are you based in?
  • North America
  • Europe
  • Asia-Pacific
  • Latin America
  • Middle East
  • Africa
  • Prefer not to say
Q15
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
Q16
Dropdown
How long have you used our product/service?
  • Less than 3 months
  • 3–12 months
  • 1–3 years
  • More than 3 years
  • Not applicable
Q17
Long Text
What is one thing we could improve in future incident communications?
Max 600 chars
Q18
AI Interview
AI Interview: 2 Follow-up Questions on incident communications
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q19
Chat Message
Thank you for your feedback—your responses will help us improve future incident communications.

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