{
  "title": "Customer effort survey questions",
  "questions": [
    "How easy was it to complete your request?",
    "Which step required the most effort?",
    "What would have made the process simpler?",
    "Which information did you have to enter more than once?",
    "Was it clear who owned the next step?"
  ],
  "question_notes": [
    "Tie ease to the specific request the customer completed; overall satisfaction and effort answer different questions.",
    "Locate the step creating effort so a process change has a clear target.",
    "Invite a simpler route without assuming every required verification step can be removed.",
    "Find duplicated information requests, but do not ask respondents to paste account numbers or other private details.",
    "Check whether ownership of the next action was explicit; customers may struggle even when each individual form is easy."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Tie ease to the specific request the customer completed; overall satisfaction and effort answer different questions.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Locate the step creating effort so a process change has a clear target.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Invite a simpler route without assuming every required verification step can be removed.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Find duplicated information requests, but do not ask respondents to paste account numbers or other private details.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Check whether ownership of the next action was explicit; customers may struggle even when each individual form is easy.",
      "optional": true
    }
  ],
  "respondent_instruction": "If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.",
  "field_protocol": null,
  "editorial_sections": [],
  "note": "Examples to adapt. Not a validated instrument; manual editorial data, not a product import payload."
}