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

Which ticket choice needed explanation?
What happened before you stopped?
What help did you seek?

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