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

When did you expect access to end?
What expiry message was unclear?
What renewal guidance was missing?

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