YSK that when calling or chatting with customer service. Any survey you fill out impacts the person you spoke to rather than the company it's directed to.

When you're calling customer service like Walmart or Amazon. Any survey you fill out will impact the person you talked to. If you're mad that your order is late and missed your daughter's birthday party, keep in mind that the negative survey you fill out severely impacts the representative quota(customer satisfaction rating or CSATs) that he has is required to meet for the month and it's difficult to impossible to meet those goals. The company will not give a shit what excuse he has for not meeting 90% customer satisfaction rating, even if the company themselves fucked up, they can fire him the same.

So please the next time you call, rate the representative and how he handled the situation and not the company itself. Or actually, you'd be helping the person more by not filling surveys.