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

Where did you find the policy?
Which reporting instruction was unclear?
What contact information was missing?

Author notes / illustrative keys where applicable:
1. Read for policy discovery. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for reporting clarity. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for contact route. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.