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ETA & SLA Status Update Communication Survey Template

Assess how clearly you communicate ETAs, service-level agreements, and status updates. Use this survey to find gaps, cut escalations, and build customer trust.

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
Welcome! This brief survey asks about one recent interaction and how clearly we communicated ETAs, status, and SLA timing. Thanks for your feedback.
Q2
Multiple Choice
Which type of interaction are you recalling for this survey?
  • Delivery/order fulfillment
  • Support ticket
  • Service appointment or field visit
  • Billing or account change
  • Onboarding or implementation
Q3
Multiple Choice
Were you given an ETA or 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?
Range: 1 – 10
Min: Very unclearMid: NeutralMax: Very clear
Q5
Rating
How satisfied are you with the frequency of status updates for this interaction?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q6
Opinion Scale
How easy was it to find the current status when you needed it?
Range: 1 – 10
Min: Very hardMid: NeutralMax: Very easy
Q7
Multiple Choice
Which channels do you prefer for receiving ETAs and updates? Select all that apply.
  • Email
  • SMS/text
  • Mobile app push
  • In-app/web portal
  • Phone call
  • Live chat
  • WhatsApp or similar
Q8
Matrix
Please rate how clear each element was for this interaction.
RowsVery clearClearNeutralUnclearVery unclear
Expected date or time window•••••
Timezone was specified correctly•••••
Next steps or action needed•••••
Current status meaning (e.g., in progress, pending)•••••
Where to track status•••••
Reason for delays or changes•••••
Escalation options•••••
Q9
Opinion Scale
How accurate were the communicated ETAs compared to actual timing?
Range: 1 – 10
Min: Not accurateMid: Somewhat accurateMax: Very accurate
Q10
Dropdown
Overall, how did actual timing compare with the SLA commitment?
  • Ahead of SLA
  • Met SLA
  • Missed SLA by less than 24 hours
  • Missed SLA by 1–3 days
  • Missed SLA by more than 3 days
  • No SLA was provided
Q11
Multiple Choice
Did the updates mention your SLA or target deadlines?
  • Yes, consistently
  • Yes, at least once
  • No
  • Not applicable
Q12
Multiple Choice
If the ETA changed, how was that communicated?
  • Proactively before the original ETA
  • At the time of the change
  • After the original ETA passed
  • I was not informed
  • The ETA did not change
  • Not sure
Q13
Rating
Overall, how satisfied are you with the clarity of ETAs and status updates?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q14
Multiple Choice
Are you using our service as an individual or for a business?
  • Individual/personal
  • Business on behalf of a company
  • Both
  • Prefer not to say
Q15
Dropdown
Which region do you primarily live in?
  • North America
  • Europe
  • Asia-Pacific
  • Latin America
  • Middle East/Africa
  • Other or multiple regions
  • Prefer not to say
Q16
Dropdown
What is your age group?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q17
Multiple Choice
Which of the following best describes your gender?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q18
Dropdown
What is the highest level of education you have completed?
  • Less than high school
  • High school or equivalent
  • Some college, no degree
  • Associate degree
  • Bachelor’s degree
  • Master’s degree
  • Doctorate or professional degree
  • Prefer not to say
Q19
Multiple Choice
What is your current employment status?
  • Employed full time
  • Employed part time
  • Self-employed
  • Student
  • Not employed
  • Retired
  • Prefer not to say
  • Other
Q20
Multiple Choice
Attention check: To confirm you’re paying attention, please select “Agree.”
  • Agree
  • Disagree
  • Not sure
Q21
Long Text
What would have made ETAs and status updates clearer?
Max 600 chars
Q22
AI Interview
AI Interview: 2 Follow-up Questions on ETA and SLA Clarity
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q23
Chat Message
Thank you for your time—your feedback helps us improve how we communicate ETAs, status, and SLA expectations.

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