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

What renewal date did you understand?
Which next step was unclear?
What terms reference was missing?

Author notes / illustrative keys where applicable:
1. Read for date meaning. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for next action. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for terms source. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.