# Support language clarity survey

Improve explanations that customers cannot understand.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which phrase needed explanation?

Answer: ____________________

## 2. What example would make the instruction clearer?

Answer: ____________________

## 3. What should the responder explain differently?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: instructions use internal names for visible controls.
2. Requested examples reveal the situations that abstract instructions fail to illustrate. Add a checked example for that situation and explain its limits; one preferred example will not suit every customer context.
3. Turn the requested improvement into a testable next step. One illustrative action is: replace internal terms with customer-facing labels.

Interpretation caution: Do not collect language proficiency judgments.


## Illustrative finding and follow-up

Observation: Instructions use internal names for visible controls.

Action to test: Replace internal terms with customer-facing labels.

Follow-up: After trying the change, repeat “Which phrase needed explanation?” with people who experienced it. Check whether they still describe the original issue: instructions use internal names for visible controls. Compare explanations and sample context, rather than claiming the change caused an improvement.