I understand what you mean. I think that is a mixed bag. The manufactuers, in an attempt to make buying a better experience for their customers, tie dealer and salesperson bonuses to those damn surveys.
Unfortunately, the experience SDS had is very common. I would love to sell cars for a living but can't stand the slimy procedures (most) stealerships employ. There are some very good ones out there though. There is a Mercury dealer where I live that I bought three cars from. They were exceptional and the kind of business I wanted to reward with my loyalty because of my buying experience. But traditionally the turnover rate at many dealerships is so high that they employ many bottom feeders.