Yeah, those may SOUND like little things, but they AREN'T all that little, especially when there are so many! I work at a car dealership, and our customers get surveys about their visit for warranty work. I'm not telling you to "blow them up" on the survey, unless you feel they have missed the mark, which it sounds as though they have. Unfortunately, these surveys weigh HEAVILY on they way we do business, and we will do just about anything to convince the customer to give us all the best marks. The other bad part is that at the technician level, there's not a lot of what we do other than the obvious of fixing it right the first time, not making a mess, etc. the will effect the survey, it's more about customer service. The customer can also submit the survey anonymously, therefore we aren't able to go back and see who/what it was so that we can learn from what we may have done wrong.