{
  "title": "Support waiting experience survey",
  "questions": [
    "What did you expect after submitting?",
    "Which waiting update was useful?",
    "What information would reduce uncertainty?"
  ],
  "question_notes": [
    "Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: customers do not know whether requests were received.",
    "Useful updates identify whether customers need acknowledgment, ownership or a next contact point while waiting. Preserve the specific information they valued; reported reassurance does not measure resolution speed or service performance.",
    "Turn the requested improvement into a testable next step. One illustrative action is: provide a receipt with the next update expectation."
  ],
  "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 delays from satisfaction alone."
    },
    {
      "question": 3,
      "format": "Optional improvement suggestion",
      "reason": "Keep the suggested change separate from whether it has been tested. Provide a receipt with the next update expectation."
    }
  ],
  "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."
}