Outage Notification & ETA Accuracy Satisfaction Survey
Measures residential utility customer satisfaction with outage notifications, estimated restoration time accuracy, and communication channel preferences. Designed for utility providers seeking to identify communication gaps and prioritize improvements.
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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Target the right audience automatically
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
Welcome, and thank you for your interest in this survey. We are conducting research about experiences with power outage notifications and estimated restoration times over the past 12 months. Please answer based on your primary energy provider.
Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. This survey takes approximately 5 minutes to complete.
Q2
Multiple Choice
In the past 12 months, did you experience any power outages at your residence?
Yes, at least one
No
Not sure
Q3
Dropdown
Approximately how many separate power outages did you experience in the past 12 months?
1
2
3–4
5–7
8–10
More than 10
Q4
Multiple Choice
Which of the following channels did you receive outage notifications from? Please select all that apply.
SMS/text message
Email
Mobile app push notification
Automated phone call/IVR
Utility website/status page
Social media
In-person door tag or letter
I did not receive any notifications
Q5
Multiple Choice
Which single channel would you most prefer for receiving outage updates?
SMS/text message
Email
Mobile app push notification
Automated phone call/IVR
Utility website/status page
Social media
Other (please specify)
No preference
Q6
Opinion Scale
Thinking about the most recent outage notification you received, how would you rate its timeliness?
How would you rate the clarity of that notification?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q8
Opinion Scale
How would you rate the usefulness of the information provided in that notification?
Range: 1 – 7
Min: Not at all usefulMid: NeutralMax: Extremely useful
Q9
Multiple Choice
Compared with the estimated time of restoration (ETR) you received, the actual restoration was…
Much earlier than stated
Slightly earlier than stated
About what was stated
Slightly later than stated
Much later than stated
I did not receive an ETR
Q10
Multiple Choice
During your most recent outage, how frequently were the estimated restoration times updated?
No updates after the first estimate
Updated once during the outage
Updated every few hours
Updated hourly or more frequently
I did not receive an estimate
Q11
Opinion Scale
Overall, how satisfied are you with how your utility provider communicates during outages?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q12
Opinion Scale
How confident are you that future estimated restoration times from your provider will be accurate?
Range: 1 – 7
Min: Not at all confidentMid: NeutralMax: Extremely confident
Q13
Opinion Scale
How likely are you to recommend your utility provider to a friend or neighbor based on their outage communication?
Range: 1 – 7
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q14
Dropdown
For planned outages, how much advance notice would you prefer from your utility provider?
Same day (less than 4 hours)
Same day (4–12 hours)
Day before (12–24 hours)
2–3 days before
4–7 days before
More than a week before
I don't need advance notice
Q15
Ranking
Please rank the following by importance for improving outage communications, where 1 = most important.
Drag to order (top = most important)
More accurate estimated restoration times
More frequent updates during outages
Clearer cause-of-outage and crew status information
Earlier proactive notifications before outages
Reliable delivery on my preferred channel
Interactive outage map with live status
Q16
AI Interview
Based on your responses in this survey, please share any additional thoughts or feelings about your experience with outage notifications and estimated restoration times.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 8
Q17
Multiple Choice
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q18
Multiple Choice
What is your gender?
Female
Male
Non-binary
Prefer not to say
Q19
Dropdown
Which country or region do you live in?
United States
Canada
United Kingdom
Australia
Other (please specify)
Q20
Multiple Choice
Which best describes the area where you live?
Urban
Suburban
Rural
Prefer not to say
Q21
Chat Message
Thank you for completing this survey. Your feedback is valuable and will be used to help improve outage communication practices.
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