I received a call from a survey company yesterday about recent service (an oil change) at my dealer. Since I rated them merely good on the call (the middle of the road choice among five choices) they wanted to know why. I let the surveyor know this was the third time the dealer's front office for service wrote up the oil change on the computer for a gas vehicle when I had reminded them it was a diesel the first thing when I stepped out of the car. (Not to mention the very large CRD advertisement on the back of the vehicle.) In all cases the tech later assigned to do the work appeared to be the only one paying attention and revised the order. But it's still annoying.
So, today an actual DC representative called me at work to ask me the same questions again. One of the questions was, "Would you recommend a Jeep vehicle to others based on your dealer experience." I told them No, and without pausing gave them a 30 second run down on how it wasn't so much the dealer that is putting me off Jeeps, but the mishandling of the vehicle by DC management with a poorly designed EGR, oil vapor foolishly ducted through hoses to equipment that shouldn't have oil in them, the inadequately designed torque converter and pump and DC's refusal to address it with a correct replacement. She was quiet so long afterwards that I thought I might have accidentally killed her with surprise. And then she went on to the next question.
So, I don't get the impression this person from DC wanted to know how badly DC is screwing up. It seems she was only interested in collecting dirt on the dealer, so the dealer could be blamed for customer unhappiness with the CRDs.
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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" 
The 5 star dealers should be backed up by a 5 star company 