{
  "title": "Customer support resolution survey",
  "questions": [
    "Was your issue fully resolved, partly resolved, or unresolved?",
    "How many contacts did it take to reach this outcome?",
    "What remained unclear after the final reply?",
    "Did the solution continue to work after the conversation?",
    "What follow-up would help confirm the problem is solved?"
  ],
  "question_notes": [
    "Keep fully, partly, and unresolved outcomes distinct; a closed ticket is not proof that the customer's issue is solved.",
    "Count contacts around the same issue so repeat explanations and follow-up work are visible.",
    "Identify information missing from the final reply rather than equating a polite response with a usable solution.",
    "Check whether the fix remained effective after the interaction; immediate success may not survive normal use.",
    "Ask what would demonstrate closure for this issue instead of sending a generic satisfaction request again."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Keep fully, partly, and unresolved outcomes distinct; a closed ticket is not proof that the customer's issue is solved.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Count contacts around the same issue so repeat explanations and follow-up work are visible.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Identify information missing from the final reply rather than equating a polite response with a usable solution.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Check whether the fix remained effective after the interaction; immediate success may not survive normal use.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Ask what would demonstrate closure for this issue instead of sending a generic satisfaction request again.",
      "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."
}