{
  "title": "Billing change communication survey",
  "questions": [
    "What change did you understand from the notice?",
    "Which date or condition remained unclear?",
    "What information should appear earlier?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: customers cannot tell when new terms apply.",
    "Unclear effective dates and qualifying conditions can lead to different expectations about the same billing notice. Separate each condition in the explanation and verify its source rather than interpreting contractual rights.",
    "Turn the requested improvement into a testable next step. One illustrative action is: add an explicit effective-date example."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Optional short text",
      "reason": "Retain the specific point or condition described; avoid replacing it with an unexplained rating."
    },
    {
      "question": 2,
      "format": "Optional written explanation",
      "reason": "Keep context that distinguishes different experiences. Do not imply acceptance of changed terms."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Add an explicit effective-date example."
    }
  ],
  "respondent_instruction": "If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.",
  "note": "Examples to adapt. Not a validated instrument."
}