Dealer's service dept frustrating me

Just to add on to what someone said about the Surveys. My Buddy works for a Large Mercedes Dealership as a Service Writer. He also used to be a Service Manager for BMW, but times are tough now. Anyway, he told me that the Dealership really cares about what we say on those surveys. He went on to say that they care more about getting Good Reports than upselling. He also said that they get something from Mercedes for getting a high percentage of favorable surveys. I do know that whenever I have given a bad score on a survey I almost always get a phone call from the Dealership.