I've been working in the automotive industry most of my life as a mechanic and I think they're terrible. The guys that write the cars up for me depend on these things and they seem to only count if they're 100%. They would give bad surveys because traffic was bad. Like very satisfied is bad and completely satisfied is the only thing that counts, a normal person doesn't know that this has such a huge effect, it's a complete fuck you.
Ever since I learned that I give every customer service person a 100%, they rarely let me down and it's never their fault.