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

Which requirement was unclear?
What included service did you expect?
What official guidance was missing?

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