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

Which step was unclear?
What status change did you expect?
What confirmation was missing?

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