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

What period did the statement cover?
Which status label was unclear?
What support instruction was missing?

Author notes / illustrative keys where applicable:
1. Read for period scope. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for status meaning. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for help route. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.