{
  "title": "Reopened support case survey",
  "questions": [
    "What still failed after the proposed fix?",
    "Which instruction was difficult to follow?",
    "What would confirm the issue is resolved?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: the proposed workaround fails on another device.",
    "A difficult reopening step can expose unclear navigation or missing prerequisites rather than failure of the original fix. Review the stated route alongside the explanation without requesting private case details.",
    "Turn the requested improvement into a testable next step. One illustrative action is: ask customers to check the affected environment."
  ],
  "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. Repeat contact does not automatically mean poor support."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Ask customers to check the affected environment."
    }
  ],
  "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."
}