{
  "title": "Internal service expectation survey",
  "questions": [
    "Which request category was unclear?",
    "What response expectation did you have?",
    "What explanation would help choose a category?"
  ],
  "question_notes": [
    "Locate the request category whose scope or eligibility the reader could not interpret. Clarify its verified definition and examples, separately from acknowledgment and completion expectations.",
    "The expected response distinguishes acknowledgment, first assistance and resolution in people's interpretation of service wording. Clarify actual scope and conditions, without converting expectations or illustrative timings into a service guarantee.",
    "Turn the requested improvement into a testable next step. One illustrative action is: explain acknowledgment and completion 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. Do not invent service guarantees."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Explain acknowledgment and completion 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."
}