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Incident Communication Effectiveness Assessment
Evaluates stakeholder perceptions of incident communication timeliness, clarity, frequency, and helpfulness to identify priority improvements in crisis communication workflows.
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Incident Communication Effectiveness Assessment
Thank you for taking the time to share your feedback on our incident communications. This survey asks about your experience receiving status updates during a recent incident. Your responses are confidential, will be reported only in aggregate, and will be used to improve how we communicate during future incidents. Participation is voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. Estimated time: 10 minutes.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
19 questions · ~10 min
Q01
Multiple Choice
Were you affected by, or aware of, a recent service incident involving our product?
- Yes
- No
- I'm not sure
Q02
Dropdown
Approximately when did you first become aware of this incident?
- 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
Q03
Multiple Choice
Through which channels did you receive incident updates? Select all that apply.
- SMS / Text
- In-app message
- Push notification
- Status page
- Social media
- Phone call
- Chat support
- Community forum
- Other
Q04
Dropdown
Approximately how long after you first noticed the incident did you receive our first communication?
- 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
Q05
Opinion Scale
How clear and easy to understand was the first incident update you received?
Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
Q06
Opinion Scale
How would you rate the frequency of updates during the incident?
Scale: 1 – 7
Min:Far too infrequentMax:Far too frequent
Q07
Opinion Scale
How well did our updates describe the impact of the incident on your work or service?
Scale: 1 – 7
Min:Not at all wellMax:Extremely well
Q08
Opinion Scale
How well did our updates explain the cause of the incident?
Scale: 1 – 7
Min:Not at all wellMax:Extremely well
Q09
Opinion Scale
How well did our updates provide an estimated resolution timeline?
Scale: 1 – 7
Min:Not at all wellMax:Extremely well
Q10
Opinion Scale
How well did our updates provide workarounds or steps you could take in the meantime?
Scale: 1 – 7
Min:Not at all wellMax:Extremely well
Q11
Opinion Scale
Overall, how helpful were the incident communications in allowing you to plan or take action?
Scale: 1 – 7
Min:Not at all helpfulMax:Extremely helpful
Q12
Opinion Scale
Overall, how satisfied are you with how we communicated during this incident?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q13
Dropdown
Compared to your expectations, how would you rate the incident communications?
- Much worse than expected
- Worse than expected
- About as expected
- Better than expected
- Much better than expected
Q14
Ranking
Please rank the following communication improvements from most to least important to you.
- Faster initial notification
- More frequent updates during the incident
- Clearer, less technical language
- More detail on root cause
- Better estimated resolution timelines
- Actionable workarounds or mitigation steps
- More thorough post-incident summary
Drag to rank
Q15
Long Text
What is one change that would most improve incident communications for you?
Q16
AI Interview
We'd like to understand more about your experience with our incident communications. An AI moderator will ask a couple of follow-up questions based on your earlier responses.
Q17
Dropdown
What best describes your primary role?
- Engineering / Operations (e.g., SRE, DevOps)
- Developer
- Product Management
- Customer Support
- Security / Compliance
- Executive / Leadership
- Other
Q18
Dropdown
How long have you used our product or service?
- Less than 3 months
- 3–12 months
- 1–3 years
- More than 3 years
Q19
Dropdown
Where are you primarily located?
- North America
- Europe
- Asia-Pacific
- Latin America
- Middle East and Africa
- Prefer not to say
Message
Thank you for sharing your feedback. Your responses will help us improve how we communicate during future incidents. We appreciate your time.
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Purpose-built for incidents, not generic communication: includes questions on incident awareness, channel mix, time-to-first-update, and specific ratings for clarity, frequency, impact, cause explanation, timeline estimates, and workarounds.
- Includes an AI follow-up interview segment that can probe open-ended reactions to the incident communications in more depth than a fixed-question form allows.
- Combines quantitative opinion-scale ratings, a ranking exercise on possible improvements, and an open-text question, plus role/tenure/location segmentation — giving both breadth and prioritization data in one template.
- Ends with an expectations-comparison question and closing message, giving a structured before/after read on how communications landed versus stakeholder expectations.
Jotform
Communication Assessment Form TemplateA general-purpose communication assessment form, not tailored to incident or crisis communication scenarios. It's a fielding-ready static form suitable for broad feedback collection but lacks any incident-specific question flow (channels used during an incident, time-to-notification, resolution timeline clarity, etc.).
What it does well
- Easy drag-and-drop customization typical of Jotform's builder
- Quick to deploy for general communication feedback
- Free to use as a starting template
Where it falls short
- No incident-specific question set (channels, awareness timing, resolution/workaround clarity)
- Static form with no adaptive AI follow-up probing
- No automated per-response quality scoring or AI-generated reporting
QuestionPro
Company Communication Survey | Communication survey questionsThis is a general internal company-communications evaluation template rather than one focused on incident or crisis events. It's a ready-to-field survey with standard communication questions, useful as a broad comparison point but not built around incident timelines, update frequency during an active issue, or resolution clarity.
What it does well
- Backed by an established survey research platform with analytics dashboards
- Likely offers a broad library of standard communication survey questions
- Ready-to-field template requiring little setup
Where it falls short
- No incident-specific structure (channel tracking, time-to-first-update, cause/timeline clarity)
- Fixed-question static survey with no adaptive AI interview follow-up
- No transparent prompt methodology or automated quality scoring of open responses
Frequently asked questions
What questions are in the “Incident Communication Effectiveness Assessment” template?
The template includes 19 ready-to-use questions, starting with: “Were you affected by, or aware of, a recent service incident involving our product?” · “Approximately when did you first become aware of this incident?” · “Through which channels did you receive incident updates? Select all that apply.”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 19 questions in about 10 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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