Service Timeline & Status Communication Feedback Survey
Measures customer perceptions of ETA clarity, status update frequency, and service commitment communication following a recent service interaction. Use to identify communication gaps that drive escalations and erode trust.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
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Detailed Reports
Comprehensive insights and recommendations
Template Overview
21
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 participating in this survey about your recent service experience. We'd like to understand how clearly timelines, status updates, and service commitments were communicated to you.
This survey takes approximately 5 minutes. Your participation is entirely voluntary, and you may stop at any time. All responses are confidential and will be reported in aggregate only. There are no right or wrong answers—we simply value your honest feedback.
Q2
Multiple Choice
Which type of interaction are you recalling for this survey?
Delivery or order fulfillment
Support ticket
Service appointment or field visit
Billing or account change
Onboarding or implementation
Other (please specify)
Q3
Multiple Choice
Were you given an estimated time of completion or a target resolution time for this interaction?
Yes
No
Not sure / don't recall
Q4
Opinion Scale
How clear was the initial ETA or time target you were given?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q5
Opinion Scale
How satisfied were you with how often you received status updates during this interaction?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q6
Opinion Scale
How easy was it to find the current status of your interaction when you needed it?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q7
Opinion Scale
How clear was the communication about what the next steps would be?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q8
Opinion Scale
How clear was the communication about who to contact if you had questions?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q9
Opinion Scale
How accurate was the communicated ETA compared to the actual timing of your interaction?
Range: 1 – 7
Min: Not at all accurateMid: NeutralMax: Extremely accurate
Q10
Dropdown
Based on what you were told, how did the actual timing compare with the service commitment or deadline you were given?
Completed ahead of the commitment
Met the commitment
Missed the commitment by less than 24 hours
Missed the commitment by 1–3 days
Missed the commitment by more than 3 days
No service commitment was provided
Not sure
Q11
Multiple Choice
Did the status updates you received reference your service commitment or target deadline?
Yes, consistently
Yes, at least once
No
Not applicable
Q12
Multiple Choice
If the ETA changed, how was the change communicated to you?
Proactively before the original ETA
At the time of the change
After the original ETA had passed
I was not informed of the change
The ETA did not change
Not sure
Q13
Multiple Choice
Which channels do you prefer for receiving ETAs and status updates? Select all that apply.
Email
SMS / text message
Mobile app push notification
In-app or web portal
Phone call
Live chat
WhatsApp or similar messaging app
Other (please specify)
Q14
Opinion Scale
Overall, how satisfied are you with the way ETAs and status updates were communicated during this interaction?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q15
Opinion Scale
How likely are you to recommend our service to a colleague or friend based on this experience?
Range: 1 – 7
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q16
Long Text
Based on your experience, what would have made ETAs and status updates clearer or more helpful?
Max chars
Q17
AI Interview
We'd like to understand more about your experience with how timelines and updates were communicated. Please share your thoughts, and we may ask a couple of follow-up questions.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q18
Multiple Choice
Are you using our service as an individual or on behalf of a business?
Individual / personal use
Business / on behalf of a company
Both
Prefer not to say
Q19
Dropdown
Which region are you primarily located in?
North America
Europe
Asia-Pacific
Latin America
Middle East / Africa
Other or multiple regions
Prefer not to say
Q20
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q21
Chat Message
Thank you for your time. Your feedback will directly help us improve how we communicate timelines, status updates, and service commitments.
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