{
  "title": "Internal IT helpdesk survey",
  "questions": [
    "Did the provided fix let you resume your task?",
    "How clear were the instructions?",
    "What information did you have to provide more than once?",
    "Did the fix address the same task you originally reported?",
    "What instruction could have reduced the need for another request?"
  ],
  "question_notes": [
    "Check whether the original work task became usable after the fix. An account working again is insufficient if the task that prompted the request remains blocked.",
    "Locate the instruction that prevented applying the proposed fix so the helpdesk can clarify it. Separate wording problems from missing permissions or unsupported environments.",
    "Identify repeated context requests across the same support issue. Improve the handoff of relevant information without asking respondents to reproduce secrets or confidential incident records.",
    "Compare the task addressed by the fix with the task originally reported. Investigate a mismatch before counting technical success on another task as resolution.",
    "Find information that would have enabled the first request or recovery attempt to succeed. Add a targeted instruction rather than assume every repeat contact was avoidable."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: did the provided fix let you resume your task.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: how clear were the instructions.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: what information did you have to provide more than once.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: did the fix address the same task you originally reported.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: what instruction could have reduced the need for another request.",
      "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."
}