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Incident Communication Quality Survey Template

Measure timeliness, clarity, and helpfulness of incident status updates. Use this survey template to collect stakeholder feedback and improve communications.

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
Dropdown
When did this incident occur?
  • Within the last 24 hours
  • 1–3 days ago
  • 4–7 days ago
  • 8–14 days ago
  • 15–30 days ago
  • More than 30 days ago
Q2
Multiple Choice
Through which channels did you receive incident updates? Select all that apply.
  • Email
  • SMS/Text
  • In‑app message
  • Push notification
  • Status page
  • Social media
  • Phone call
  • Chat support
  • Community forum
  • Other
Q3
Dropdown
Approximately how long after you first noticed the incident did you receive our first update?
  • Within 15 minutes
  • 15–60 minutes
  • 1–3 hours
  • 3–6 hours
  • 6–12 hours
  • 12–24 hours
  • More than 24 hours
  • I don’t recall
  • I never received an update
Q4
Opinion Scale
How clear was the first update you received?
Range: 1 – 10
Min: Not clear at allMid: Somewhat clearMax: Extremely clear
Q5
Rating
Overall, how helpful were the incident communications?
Scale: 10 (star)
Min: Not helpfulMax: Very helpful
Q6
Matrix
How well did our updates cover each of the following?
RowsNot at allSlightlyModeratelyMostlyCompletely
What happened•••••
Who or what was affected•••••
Actions you should take•••••
Estimated time to resolve•••••
Where to get ongoing updates•••••
Q7
Opinion Scale
Overall, were updates frequent enough during the incident?
Range: 1 – 10
Min: Far too infrequentMid: About rightMax: Far too frequent
Q8
Rating
Overall, how satisfied were you with incident communications?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q9
Dropdown
Attention check: Please select “I am paying attention.”
  • I am paying attention
  • I am not paying attention
Q10
Dropdown
Compared to your expectations, the communications were…
  • Much worse than expected
  • Worse than expected
  • About as expected
  • Better than expected
  • Much better than expected
Q11
Constant Sum
Prioritize improvements: Assign a total of 100 points across the aspects below based on importance to you.
Total must equal 100
Min per option: 0Whole numbers only
Q12
Long Text
What is one change that would most improve incident communications for you?
Max 600 chars
Q13
AI Interview
AI Interview: 2 Follow-up Questions on incident communications
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Reference questions: 11
Q14
Dropdown
What is your primary role?
  • Engineering/Operations (e.g., SRE, DevOps)
  • Developer
  • Product Management
  • Customer Support
  • Security/Compliance
  • Executive/Leadership
  • Other
Q15
Dropdown
How long have you used our product or service?
  • Less than 3 months
  • 3–12 months
  • 1–3 years
  • More than 3 years
Q16
Dropdown
Where are you primarily located?
  • North America
  • Europe
  • Asia‑Pacific
  • Latin America
  • Middle East and Africa
  • Prefer not to say
Q17
Chat Message
Thank you for your feedback. We appreciate your time and insights.

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