{
  "title": "Live chat feedback survey",
  "questions": [
    "How useful was the advice in this conversation?",
    "Did you know what to do next when the chat ended?",
    "What made the conversation harder than expected?",
    "Was there a clear way to follow up after the chat?",
    "Which explanation would you like in writing?"
  ],
  "question_notes": [
    "Ask about usable advice, not just the friendliness or speed of the exchange.",
    "Check whether the customer left with a concrete next action; a positive conversation can still leave the task blocked.",
    "Identify the source of difficulty while allowing respondents to report that nothing was difficult.",
    "Find whether the customer can continue the same issue later rather than having to restart it.",
    "Identify an explanation worth preserving so the customer does not rely on remembering an ephemeral conversation."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Ask about usable advice, not just the friendliness or speed of the exchange.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Check whether the customer left with a concrete next action; a positive conversation can still leave the task blocked.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Identify the source of difficulty while allowing respondents to report that nothing was difficult.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Find whether the customer can continue the same issue later rather than having to restart it.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Identify an explanation worth preserving so the customer does not rely on remembering an ephemeral conversation.",
      "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."
}