Surveys like this are of interest to me as a public service worker. It reflects my own experience that, while there is always room for improvement, the great majority of people get a reasonable deal from their public services. It is of course easy to focus on the problems rather than the successes. So I welcome things like Excellence Wales and everyone can learn from the best (and take lessons from the worst!)
Perhaps we have less of the telephone queuing systems, and the call may not always make it through, juggling priorities means direct contact is not always possible and the odd return phone call can be forgotten (we are human).
The value of the surveys is to highlight particular issues requiring more strategic attention and can inform difficult judgements about resource priorities.