{
  "title": "Customer invoice clarity survey",
  "questions": [
    "Which invoice item needed explanation?",
    "Where did you look for billing context?",
    "What description would make the charge clearer?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: customers confuse billing period with payment due date.",
    "The source customers consulted shows where billing explanations should be discoverable. Compare those locations with official account guidance; searching elsewhere does not establish that a charge was incorrect or unauthorized.",
    "Turn the requested improvement into a testable next step. One illustrative action is: label billing period and due date separately."
  ],
  "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. Avoid card numbers and financial account details."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Label billing period and due date separately."
    }
  ],
  "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."
}