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

What did you expect after submitting?
Which waiting update was useful?
What information would reduce uncertainty?

Author notes / illustrative keys where applicable:
1. Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: customers do not know whether requests were received.
2. Useful updates identify whether customers need acknowledgment, ownership or a next contact point while waiting. Preserve the specific information they valued; reported reassurance does not measure resolution speed or service performance.
3. Turn the requested improvement into a testable next step. One illustrative action is: provide a receipt with the next update expectation.