{
  "title": "Delayed service progress update survey",
  "questions": [
    "When a stated service date slipped, when did you first receive an update?",
    "What did that update explain about the revised timing and remaining uncertainty?",
    "Which change should trigger another update before you have to chase it?"
  ],
  "question_notes": [
    "Compare the first notification with the missed estimate, using approximate intervals rather than identifying request details. This reveals late communication even when the current ticket status is understandable.",
    "Check whether the message separates a revised estimate, a known dependency and an unknown completion date. Those explanations guide communication repairs without turning an estimate into a guarantee.",
    "Identify events recipients need to hear about proactively, such as another changed date or missing dependency. The service owner can agree an update trigger instead of sending activity-only messages."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Optional written explanation; none or not applicable accepted",
      "reason": "Compare the first notification with the missed estimate, using approximate intervals rather than identifying request details. This reveals late communication even when the current ticket status is understandable."
    },
    {
      "question": 2,
      "format": "Optional written explanation; none or not applicable accepted",
      "reason": "Check whether the message separates a revised estimate, a known dependency and an unknown completion date. Those explanations guide communication repairs without turning an estimate into a guarantee."
    },
    {
      "question": 3,
      "format": "Optional written explanation; none or not applicable accepted",
      "reason": "Identify events recipients need to hear about proactively, such as another changed date or missing dependency. The service owner can agree an update trigger instead of sending activity-only messages."
    }
  ],
  "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."
}