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

How did you identify the pickup?
Which landmark was hard to find?
What pickup message would help?

Author notes / illustrative keys where applicable:
1. Read for pickup discovery. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for landmark usefulness. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for message improvement. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.