Nobody wants to put a bandage on a gaping wound, and when you ask someone whether or not they're more interested in an immediate or long-term solution, it wouldn't be surprising to hear that the latter is the preferred choice.
However, online customer services need to be considered that will help you ensure a high-quality experience, not just a checkmark on a series of points to reach. Easy fixes can most likely be found to give the illusion that services are improving while providing only very basic changes, like an automated survey generation tool or template.
It should be pretty obvious that surrendering this means of obtaining information to others is missing the point, and losing a key way in which you can enforce a means of progression based on the real comments left behind by those patrons with something important to share.
Perhaps the forms that you are basing your surveys on don't have the space on the form for them to fully vent, or a significant aspect of your service isn't fully acknowledged.
There's another aspect of sending out surveys that needs to be fully articulated, including the successful interpretation of the responses that come back. An article by Jerry Osteryoung in Florida Small Business points out a problem that some poll takers might not recognize.
"Getting positive responses on your survey does not necessarily mean you are doing a great job," he writes. "You must go one step beyond this and ask your customers their thoughts about your competitors."
Being asked repetitive questions is a common customer peeve, so contact an internet services team that can be there all the way through the process when it's time to gather customer impact.