[Matt_Mickiewicz]

I can confirm, I've heard this from drivers as well.

As an anecdote, the one time I left a 1-star review, the next day I had a 20-min wait to get a car. Not sure if it was bad luck or I was getting penalized for leaving a bad review...

[rhizome]

Yeah, well, my auto shop told me they were going to send me a survey about my visit and that, "anything less than a 10 is failure," so don't discount gaming the stats on the provider end.

[krrrh]

That seems to be part of the program for vendors like Ford, where the employee asks the customer to call them if there is anything that they can't rate perfectly so they can fix the issue for them. They use the survey as a way of flushing out issues that the customer wouldn't otherwise voice so they can deal with them. It's less about collecting stats, and more about having an extra tool to get the customer to happy.