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.
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
Template Overview
23
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Thank you for taking part in this survey about our incident communications. Your honest feedback will help us improve how we communicate during service disruptions.
This survey takes approximately 5–7 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your genuine opinions. All responses are confidential and will be reported only in aggregate.
Q2
Multiple Choice
Have you personally experienced a service disruption or incident from us within the past 6 months?
Yes
No
I'm not sure
Q3
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
Q4
Chat Message
Please think about the most recent incident as you answer the following questions.
Q5
Multiple Choice
Where did you first learn about the incident from us?
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
Q6
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
Q7
Opinion Scale
How quickly did we notify you after the issue began affecting you?
How would you describe the frequency of updates you received during the incident?
Range: 1 – 7
Min: Far too infrequentMid: NeutralMax: Far too frequent
Q9
Opinion Scale
How clear and easy to understand were the incident communications?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q10
Opinion Scale
How accurate was the information provided in the incident communications?
Range: 1 – 7
Min: Not at all accurateMid: NeutralMax: Extremely accurate
Q11
Opinion Scale
How actionable were the instructions or guidance provided during the incident?
Range: 1 – 7
Min: Not at all actionableMid: NeutralMax: Extremely actionable
Q12
Opinion Scale
How complete was the information provided — did it cover everything you needed to know?
Range: 1 – 7
Min: Very incompleteMid: NeutralMax: Very complete
Q13
Opinion Scale
After the incident, how confident are you in our ability to manage future incidents effectively?
Range: 1 – 7
Min: Not at all confidentMid: NeutralMax: Extremely confident
Q14
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.
Drag to order (top = most important)
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
Q15
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
Q16
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
Q17
Long Text
Based on your experience, what is one thing we could improve in our future incident communications?
Max chars
Q18
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.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q19
Dropdown
What is your primary role?
Operations
Customer support
Engineering
Product management
IT / Infrastructure
Executive / Leadership
Other
Q20
Dropdown
What region are you based in?
North America
Europe
Asia-Pacific
Latin America
Middle East
Africa
Prefer not to say
Q21
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
Q22
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
Q23
Chat Message
Thank you for your feedback — your responses will directly help us improve how we communicate during future incidents.
Frequently Asked Questions
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