I just did the performance review following a support request some months ago.
The review was so inane, so repetitive, and so arduous that I doubt that there is any useful information out of it. I realize that this is marketing at its best, producing hard data, letting you know what works and what needs improvement, and all that. However, garbage in, garbage out; this survey is garbage, and if you base one tiny decision on the results you are making a big mistake.
Throw out the people who designed this; if it is an outside company, fire them. Then get a process going that does qualitative, not quantitative, work with your customers.
You are irritating your customers, and throwing your money away.