OP - Thanks for sharing the positive!
Re. the ten point ratings and "how did it make you feel" stuff...
I strongly feel this stuff does not belong on the surveys. We are not given objective criteria to use, and this thread confirms my suspicion that our subjective criteria vary widely when determining likelihood to return or recommend, etc. If I was able to pump gas, they've already got an "8" from me. If they have a restroom and it didn't make me vomit, that's a "9." If the CSRs weren't rude, that's a 10. I'll take a point off if they're gouging customers with horribly high prices or if I have to wade through litter on the lot, but otherwise that's it. I've never given lower than a "7" because my likelihood to return is based on my ability to get gas. I couldn't care less about availability of credit card applications at the counter, whether there's rust on the canopy poles, or whether the bollards are unscuffed and the right colors.
Oh, and how do I feel? Comfortable, 99% of the time, simply because I got gas.
Should anyone else use this system. No, because it's purely subjective. All me and only me.
Should it mean anything to the client. No, because they've never interviewed me to ask me why I felt comfortable or why I give 9's and 10's to 80% of my visits.
Get rid of this subjective nonsense and let us do what we do best - report the facts; thoroughly, defensibly, accurately, and *objectively*.