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

Which booking instruction was unclear?
What return condition needed explanation?
What support route was missing?

Author notes / illustrative keys where applicable:
1. Read for booking clarity. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for return meaning. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for help need. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.