Measure satisfaction with outage notifications and ETA accuracy. Uncover gaps, improve communication, and build trust with utility customers.
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 your experiences with outage notifications and estimated restoration times over the past 12 months. Please answer based on your primary energy provider. There are no right or wrong answers.
Q2
Multiple Choice
In the past 12 months, did you experience any power outages?
Yes, at least one
No
Not sure
Q3
Numeric
About how many separate outages did you experience in the past 12 months? Enter 0 if none.
Accepts a numeric value
Whole numbers only
Q4
Multiple Choice
Which channels did you receive outage notifications from? 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
Not applicable—I had no outages
Q5
Matrix
Please rate the quality of your most recent outage notifications.
Rows
Very poor
Poor
Fair
Good
Excellent
Not applicable
Speed of first notification
•
•
•
•
•
•
Frequency of updates during the outage
•
•
•
•
•
•
Clarity of message content
•
•
•
•
•
•
Relevance to your location
•
•
•
•
•
•
Q6
Multiple Choice
Which one channel do you prefer for outage updates?
SMS/text message
Email
Mobile app push notification
Automated phone call/IVR
Utility website/status page
Social media
No preference
Q7
Dropdown
For planned outages, how much advance notice do you prefer?
Same day (<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
Q8
Multiple Choice
Compared with the ETA/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 ETA
Not applicable—I had no outages
Q9
Multiple Choice
During your most recent outage, how often were ETAs updated?
No updates after the first estimate
Updated once during the outage
Updated every few hours
Updated hourly or more
I did not receive an ETA
Not applicable—I had no outages
Q10
Opinion Scale
How confident are you that future ETAs from your provider will be accurate?
Range: 1 – 10
Min: Not confidentMid: NeutralMax: Very confident
Q11
Multiple Choice
Attention check: To confirm you are paying attention, please select “Agree.”
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
Q12
Ranking
Rank the following by importance for improving outage communications (1 = most important).
Drag to order (top = most important)
More accurate ETAs
More frequent updates during outages
Clearer cause and crew status information
Earlier proactive notifications
Reliable delivery on my preferred channel
Interactive outage map with live status
Q13
Constant Sum
Allocate 100 points across these items to show what matters most in outage communications.
Total must equal 100
More accurate ETAs
More frequent updates during outages
Clearer cause and crew status information
Earlier proactive notifications
Reliable delivery on my preferred channel
Interactive outage map with live status
Min per option: 0Whole numbers only
Q14
Long Text
Anything else you’d like to share about outage notifications or ETAs?
Max 600 chars
Q15
AI Interview
AI Interview: 2 Follow-up Questions on outage notifications and ETAs
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 13
Q16
Multiple Choice
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Multiple Choice
What is your gender?
Female
Male
Non-binary
Prefer not to say
Q18
Multiple Choice
Which country/region do you live in?
United States
Canada
United Kingdom
Australia
Other
Q19
Multiple Choice
Which best describes your area?
Urban
Suburban
Rural
Prefer not to say
Q20
Multiple Choice
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college or associate degree
Bachelor’s degree
Graduate or professional degree
Prefer not to say
Q21
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Unemployed
Student
Retired
Homemaker/Caregiver
Prefer not to say
Q22
Chat Message
Thank you for participating—your feedback helps improve outage communications.
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