The surveys are % Amazed. This sometimes confuses people. It is not the average score of what guests put in, it is the average amount of guests who put 9 or higher. There is a slight difference
Essentially 70% does not mean a ton of guests are putting 7's... It means 70% of the guests who filled out the survey put 9 or 10... and 30% of the guests put something else! If a survey is low, say 50%, it is not saying guests got TERRIBLE service (like the old ones, one guest puts 0s and you were screwed) it means that when asked if they were "Amazed" 50% of guests put 9 or higher, and the rest could have just been "ok" or "pretty good"... It basically keeps the score averaged out a bit better... One bad score doesn't kill you, but average does not keep it green either.