I've just retired from the computer repair field and can tell you for sure that doo doo runs down hill
The whole survey thing is pointed to the guy at the bottom, in this case your dealer
Your example shows the service writer was window dressing
Unfortunatly when your survey gets processed your dealer will look very bad and your efforts to explain DC's problems will be totally missed by the outside contracting company doing the survey
The thing they're trying to check up on is your "dealer experience"
Just too bad they don't call us and ask broder questions about our "jeep ownership experience"
The 5 star dealers should be backed up by a 5 star company