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

Which redemption step was unclear?
What restriction needed explanation?
What help route was missing?

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