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

Which condition was unclear?
What document did you seek?
What contact instruction was missing?

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