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

Which decision remained unresolved?
What evidence was missing?
What ownership instruction was unclear?

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