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

Which benefit seemed relevant?
What qualification rule was unclear?
What benefit instruction was missing?

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