Okay Gang--I took one for the Team. After saying no so many times, I said yes just to see what the survey was about.

First, you go to the SMS agent and deal with whatever inspired you to call. Then, at the completion of that, you immediately go into the survey. They (computer generated voice) say it should take about two minutes, which was accurate--maybe even a little less.

You are told to answer either with voice prompts or keying in numbers--5 being the best and 1 the worst. I did key prompts.

Question #1--Your overall rating of the agent to whom you just spoke.

#2--How effectively was the agent able to solve your issue.

#3--How courteous was the agent

#4--How knowledgeable was the agent

#5--How satisfied were you with the time it took to get to the agent

#6--How likely would you be to recommend Delta to a friend or co-worker (5 very likely to 1 not at all).

In sum, if you say yes, then you go directly to an SMS agent and deal with your reason for calling. Afterwards, you could participate in the survey (less than two minutes) and give praise to a helpful agent or the opposite. Or, you could just hang up and not even participate. The bottom line, I may actually start saying yes occassionally--not really much downside and possible upside.