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

Which step required help?
What instruction was unclear?
How did you request assistance?

Author notes / illustrative keys where applicable:
1. Read for step friction. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for instruction clarity. 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.