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IT SLA Compliance & Incident Management Survey Template

Collect stakeholder feedback on SLA compliance and incident response. Use this template to spot gaps, speed resolution, and boost IT service quality.

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
Multiple Choice
Which functions do you primarily collaborate with regarding services? (Select all that apply)
  • IT operations
  • Customer support
  • Engineering / platform
  • Security
  • Data / analytics
  • Procurement / vendor management
  • Other
Q2
Dropdown
In the past 90 days, how often did you interact with the service team?
  • Daily
  • Several times a week
  • Weekly
  • A few times a month
  • Monthly
  • Less than monthly
  • Not in the past 90 days
Q3
Numeric
How many distinct incidents that affected your work did you experience in the past 90 days? (Enter 0 if none)
Accepts a numeric value
Whole numbers only
Q4
Date
What is the date of the most recent incident you were involved in?
Q5
Matrix
Thinking about the past 90 days, please indicate your agreement with each statement.
RowsStrongly disagreeDisagreeNeitherAgreeStrongly agree
Initial response time targets were met•••••
Resolution time targets were met•••••
Escalations happened within defined timelines•••••
Status updates were provided at agreed intervals•••••
SLA definitions were clear to stakeholders•••••
Priority classification matched business impact•••••
Q6
Opinion Scale
In the past 90 days, how often were SLAs breached for your requests or incidents?
Range: 1 – 10
Min: NeverMid: About halfMax: Very often
Q7
Numeric
Typical time to first response for high-priority incidents you observed (minutes). Enter your best estimate.
Accepts a numeric value
Whole numbers only
Q8
Multiple Choice
Which channels did you use to report incidents in the past 90 days? (Select all that apply)
  • Ticketing system
  • Chat (Slack/Teams)
  • Email
  • Phone / hotline
  • Walk-up / in-person
  • Automated monitoring alert
  • Other
Q9
Rating
How would you rate handoffs during incident resolution in the past 90 days?
Scale: 10 (star)
Min: PoorMax: Excellent
Q10
Opinion Scale
In the past 90 days, root cause analysis led to meaningful prevention.
Range: 1 – 10
Min: Strongly disagreeMid: NeutralMax: Strongly agree
Q11
Ranking
Rank the most valuable improvement opportunities for incident handling (1 = highest priority).
Drag to order (top = most important)
  1. Faster triage and prioritization
  2. Clearer ownership and roles
  3. Better communication during incidents
  4. Stronger on-call coverage
  5. Higher-quality post-incident reviews
  6. Improved tooling and automation
Q12
Constant Sum
Allocate 100 points across the following to show importance for the next quarter.
Total must equal 100
  • Faster triage and prioritization
  • Clearer ownership and roles
  • Better communication during incidents
  • Stronger on-call coverage
  • Higher-quality post-incident reviews
  • Improved tooling and automation
Min per option: 0Whole numbers only
Q13
Short Text
If you could change one thing to improve service levels, what would it be?
Max 100 chars
Q14
Rating
Overall, how satisfied are you with incident handling in the past 90 days?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q15
Dropdown
What is your primary role?
  • Individual contributor
  • People manager
  • Executive/leader
  • Project/program manager
  • Product manager
  • Engineer/analyst
  • Other
Q16
Dropdown
How long have you been with the organization?
  • Less than 6 months
  • 6–12 months
  • 1–3 years
  • 3–5 years
  • More than 5 years
Q17
Dropdown
Where are you primarily located?
  • Americas
  • EMEA
  • APAC
  • Remote - multiple regions
  • Prefer not to say
Q18
Multiple Choice
Attention check: To confirm you are paying attention, please select only "I am paying attention."
  • I am paying attention
  • I prefer not to answer
  • None of these
Q19
Chat Message
Welcome! This brief survey asks about your experiences with service levels and incident handling over the past 90 days. It takes about 5 minutes. Your responses are confidential and will be reported in aggregate.
Q20
Long Text
Briefly describe a recent incident that was handled well. What worked?
Max 600 chars
Q21
AI Interview
AI Interview: 2 Follow-up Questions on Service Levels and Incidents
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q22
Chat Message
Thank you for your time—your input helps us improve reliability and response.

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