{
  "title": "Self-service escalation survey",
  "questions": [
    "Which article did you try first?",
    "Where did the instructions stop matching?",
    "What direct-help route was missing?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: articles omit what to do after a failed step.",
    "The point where documentation diverges from the task identifies a boundary for clarification or escalation. Check the relevant product conditions before revising guidance; feedback alone does not establish a technical remedy.",
    "Turn the requested improvement into a testable next step. One illustrative action is: add a clear escalation route after troubleshooting."
  ],
  "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. Do not treat article views as resolved problems."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Add a clear escalation route after troubleshooting."
    }
  ],
  "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."
}