{
  "title": "Delivery experience survey",
  "questions": [
    "How clear were delivery updates?",
    "Did the delivery match the expectations set at purchase?",
    "What should be improved about receiving the order?",
    "Was it clear how to ask about a delayed delivery?",
    "Which update would have been useful before arrival?"
  ],
  "question_notes": [
    "Check whether updates explained the delivery's current stage and relevant next event. Improve ambiguous status language rather than assume additional messages automatically reduce uncertainty.",
    "Compare the received delivery with the expectations actually stated at purchase. Investigate differences in timing, condition or arrangement without assuming the carrier caused every mismatch.",
    "Locate a practical change at receipt, such as clearer handover information, that the fulfillment owner can investigate. Distinguish the suggestion from an established service failure.",
    "Check whether recipients know the appropriate route for asking about a delay. Make secure support guidance visible because a feedback response does not open a claim.",
    "Find the information needed before arrival to prepare for receipt. Provide verified status or arrangement details without inventing a delivery time beyond the actual service terms."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: how clear were delivery updates.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: did the delivery match the expectations set at purchase.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: what should be improved about receiving the order.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: was it clear how to ask about a delayed delivery.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: which update would have been useful before arrival.",
      "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."
}