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

Which service route did you consider?
What distinction was unclear?
What official terms did you seek?

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