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

What destination did you expect?
Which claim needed explanation?
What context was missing?

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