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

Which benefit was described?
What eligibility phrase was unclear?
What access instruction was missing?

Author notes / illustrative keys where applicable:
1. Read for benefit meaning. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for eligibility wording. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for access guidance. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.