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

What package stage did you understand?
Which collection instruction was unclear?
What contact information was missing?

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