{
  "title": "Customer escalation experience survey",
  "questions": [
    "Was the reason for escalation clear?",
    "Did you know who owned the next response?",
    "Which information did you need to repeat?",
    "Were progress updates useful?",
    "What remains unresolved?"
  ],
  "question_notes": [
    "Check whether the customer understands why the issue moved to another team or level.",
    "Find whether the next response has a known owner; escalation labels alone do not provide accountability.",
    "Identify repeated context as a potential handover failure without collecting private troubleshooting credentials.",
    "Assess whether updates reduce uncertainty, rather than counting their frequency alone.",
    "Keep the outstanding problem explicit so escalation progress is not mistaken for resolution."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Check whether the customer understands why the issue moved to another team or level.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Find whether the next response has a known owner; escalation labels alone do not provide accountability.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Identify repeated context as a potential handover failure without collecting private troubleshooting credentials.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Assess whether updates reduce uncertainty, rather than counting their frequency alone.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Keep the outstanding problem explicit so escalation progress is not mistaken for resolution.",
      "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.",
  "note": "Examples to adapt. Not a validated instrument."
}