{
  "title": "Service recovery feedback survey",
  "questions": [
    "Did the proposed resolution address your concern?",
    "Was the explanation of what happened clear?",
    "What still needs attention?",
    "Was the proposed next step easy to complete?",
    "Which part of the original issue remains unresolved?"
  ],
  "question_notes": [
    "Check whether the resolution addresses the customer's original concern rather than whether compensation was offered.",
    "Assess whether the explanation is understandable without requesting sensitive internal incident details.",
    "Identify the remaining issue so a recovery action is not prematurely treated as complete.",
    "Find a practical obstacle in the next step, such as unclear instructions or repeated verification.",
    "Keep unresolved parts of the original issue visible after an apology or partial remedy."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Check whether the resolution addresses the customer's original concern rather than whether compensation was offered.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Assess whether the explanation is understandable without requesting sensitive internal incident details.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Identify the remaining issue so a recovery action is not prematurely treated as complete.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Find a practical obstacle in the next step, such as unclear instructions or repeated verification.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Keep unresolved parts of the original issue visible after an apology or partial remedy.",
      "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."
}