Originally Posted by
narvik
This.
And regrettably, they can also use the surveys to track progress over time: e.g. if this latest survey has just 1% less overall complaints about the food (different wording of the questions notwithstanding), they can call it an improvement, and produce proof that whatever they implemented since the last survey is working.
Yes, corporate management in this country is often focused primarily on justifying its own existence and hitting internal performance metrics, rather than actually doing anything to improve the product or the customer experience.