This is for Hilton but after a recent stay at WA AMS I got a follow-up call. Turns out that I'd filled in a survey and just one of the things was marked '8' (everything else 9-10). The woman who phoned me said that if anyone marks even a single item as 8 or less it has to be followed up in person via a phone call. Heck, it wasn't even that big a deal and I wondered what their reaction would be if I'd put something as a '3'.