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

Which entry step was unclear?
What expiry statement needed explanation?
What help route was missing?

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