I suspect the customer satisfaction survey is only sent out to new customers who will be happy to receive their first new car and give positive feedback.
Yes that can and is a problem with customer satisfaction survey or reviews and is why I never do a review of anything I’ve bought from Amazon until I’ve used it for a few weeks even though they ask for a review the day after delivery.
dont think they respond to emails to keep a paper trail
What I’ve found if you email them they respond by phoning you so yes your right, no paper trail.