Right, I didn't mean to imply that this was deliberately misleading, just that I would imagine these things to be far more useful internally than to the casual observer. (i.e. it would be great for spotting consistent sore spots and the like, but not necessarily a statistically viable indicator of customer happiness)

My guess would be that the biggest benefit from this is going to be when people hear about how great the customer service was at 37s, stop by to check it out, and see a chart full of smiley faces, each one potentially representing an echo of the great experience they heard about.

PS: I would like to add a frowny face for never getting a response to my application :(