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

What arrival information did you receive?
Which change notice was unclear?
What scheduling contact was missing?

Author notes / illustrative keys where applicable:
1. Read for arrival information. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for change 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 need. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.