{
  "title": "Mailroom service survey",
  "questions": [
    "Which collection instruction was unclear?",
    "What notification information was missing?",
    "What arrangement would help?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: recipients cannot find the collection location in notifications.",
    "Missing notification context reveals why recipients cannot identify the next administrative collection step. Include verified location, availability or contact information as appropriate, without requesting tracking numbers or private recipient details.",
    "Turn the requested improvement into a testable next step. One illustrative action is: include a clear location and collection window."
  ],
  "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 addresses and parcel tracking identifiers."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Include a clear location and collection window."
    }
  ],
  "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."
}