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

Which service label was unclear?
What collection detail was missing?
What official care reference did you seek?

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