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

What does the lowest rating label mean to you?
What does the highest rating label mean to you?
Which two labels would describe a favourable experience, and why?
What would you choose if you had not experienced the service?

Author notes / illustrative keys where applicable:
1. Check that the low endpoint refers to the intended negative experience.
2. Verify the high endpoint’s direction rather than relying on numeric code alone.
3. Test how people interpret the selected favourable categories.
4. Keep non-exposure separate from neutral experience.