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

Which loan condition was unclear?
What return instruction did you receive?
What availability information was missing?

Author notes / illustrative keys where applicable:
1. Read for condition clarity. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
2. Read for return guidance. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.
3. Read for availability context. Keep the specific explanation in the respondent’s own words rather than converting it into an unexplained overall satisfaction score.