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Questionnaire template

Service Availability Check

Asks service users how often they use it, whether they met outages, how outages affected them and which fixes they prefer.

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Other · Enquiry forms. All Other templates

Questions in this template

Usage and Disruptions

  1. We want our service to be there whenever you need it. Please tell us about your experience so we can find and fix gaps in availability.

  2. How often do you use our service?

    Choose one:

    • Daily
    • Weekly
    • Monthly
    • Occasionally
    • Rarely

  3. Has the service ever been unavailable or interrupted while you were using it?

    Choose one:

    • Yes
    • Not sure
    • No

  4. Briefly, what happened?

    Condition: Shown to respondents who experienced a disruption

    Open answer

Impact and Handling

  1. How much did the disruption affect what you were doing?

    Condition: Shown to respondents who experienced a disruption

    Choose one:

    • Minimal effect
    • Minor effect
    • Moderate effect
    • Major effect
    • Severe effect

  2. Please tell us more about how the disruption affected you.

    Condition: Shown to respondents who experienced a disruption

    Open answer

  3. Were you satisfied with how we dealt with the disruption?

    Condition: Shown to respondents who experienced a disruption

    Choose one:

    • Yes
    • Partly
    • No

  4. What should we have done differently?

    Condition: Shown when the respondent was not fully satisfied

    Open answer

Improvements

  1. What would you suggest we do to keep the service available when you need it?

    Open answer

  2. Rank these possible actions in order of preference (1 = most preferred).

    • Offer longer service hours
    • Make our servers more stable
    • Detect faults sooner
    • Keep users better informed during outages

    For each row: choose one from a list:

    • 1
    • 2
    • 3
    • 4