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

What support interaction would you use when answering this question?
What would you do if you had not had that interaction?
Which part of the question makes an answer difficult to give?
What wording would make the skip instruction easier to understand?

Author notes / illustrative keys where applicable:
1. Establish the experience behind the answer without asking for private ticket details.
2. Check whether not applicable is distinguishable from a skipped relevant question.
3. Separate unclear recall from missing experience.
4. Test a respondent-visible instruction rather than forcing a neutral rating.