{
  "title": "Support channel choice survey",
  "questions": [
    "Which channel did you try first?",
    "What made that channel suitable?",
    "What channel information was missing?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: people choose chat without knowing its availability.",
    "The reason for choosing a channel distinguishes convenience, access needs and expectations about response. Use it to explain channel scope, rather than assuming the most selected route delivers the best support.",
    "Turn the requested improvement into a testable next step. One illustrative action is: show availability alongside each contact route."
  ],
  "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. Preference does not prove channel effectiveness."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Show availability alongside each contact route."
    }
  ],
  "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."
}