{
  "title": "Store queue experience survey",
  "questions": [
    "Where did you expect to queue?",
    "What waiting information was missing?",
    "What arrangement would help?"
  ],
  "question_notes": [
    "The expected queue location identifies where customers look for the appropriate service line. Compare it with the actual arrangement without assuming all queues serve the same purpose.",
    "Missing waiting context reveals whether customers can identify queue purpose, progress or the appropriate help point. Provide verified information and limits, without inventing waiting-time promises or inferring service capacity from perceptions alone.",
    "A helpful arrangement identifies a practical way to distinguish waiting or service routes. Confirm the queue layout and service roles before trialling the change."
  ],
  "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 infer acceptable wait time from one response."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Add clear service and collection signs."
    }
  ],
  "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."
}