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

Which route changed?
What effective date was unclear?
What alternative contact was missing?

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