Survey on closing a service "case"

Hi,

Why do I get a email asking me to answer a survey after each of my service cases is closed?  Also, why is the survey confused about what it is asking about?

Survey Questions:

1) "Overall, I am very satisfied with the support I received from Customer Service.  (Rate on agreement with the statement.)
Is this relating to the very helpful support technician, or is this relating to the typically slow service from development?  Does this relate to the technician understanding exactly why my issue is a bug, or the developer saying that it is WAD?

2.x) Customer Service representatives (CSRs) are well trained, supervised, adhere to professional standards of conduct, act in my best interest, etc.
O.K. this is relating to the customer service rep (same as the technician term I used previously).  How do I know what their training is?  How do I know what their supervision is?  These are internal items, not customer related items.

3) In your most recent interaction with our support, did you interact with a Customer Service manager?
Easy enough.

4) Based on your most recent interaction with us, how likely are you to recommend our service? 
Again, how am I supposed to answer when the technician is very understanding and helpful, but the bottom answer is that "Bentley approved the fix, but there is no schedule to get it done."  Also, should my recommendations for Bentley be based on "most recent interaction", or on the overall quality of the product?  Also, is this really asking about my "most recent interaction", or this particular "case"?

The problem is that if I have great support from the "Customer Service representative" and they have no backing from the development and programming stuff on this particular case, any lowering of a score is probably accredited to the service technician. 

When these questions are worded, they need to be more clear about what is being asked.  Is it about this case, the technician working on this case, the results of this case, or Bentley and/or Bentley's product?  Each one of these items has a different answer.

--Thanks,
--Robert Arnold

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