Outage Communication Survey
During the blackout: did customers know what, why, and when power returns?
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Utilities are forgiven for outages and punished for silence. This post-restoration survey measures the communication layer of an outage: how customers learned of it, whether restoration estimates were given and honest, update usefulness during the wait, and channel preferences for the next one.
The estimate-honesty score is the trust account: a 6-hour outage estimated at 6 hours costs less goodwill than a 2-hour outage promised in 30 minutes, and the data proves it to operations.
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Page 1
About the recent outage
This survey asks how we told you about the recent outage. Your answers help us improve our updates the next time it happens. It takes about 2 minutes.
Q1.How did you first learn about the outage?*
- Your alert (SMS/app/email)
- Checked your website/social
- The lights going out
- Neighbours
Q2.Did the communication do each of these?*
| No | Partly | Yes | |
|---|---|---|---|
| A restoration estimate was given | |||
| The estimate proved honest | |||
| Updates during the outage | |||
| Confirmation when restored |
Q3.Preferred channel for outage alerts?
- SMS
- App notification
- Phone call for long outages
Q4.What information did you need that you could not get?
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