I recently got some help from my banker dealing with sorting out accounts following a death. When we finished she told me she'd appreciate a review on the survey I'd likely get, but that only 4s and 5s (or 9s-10s) count. In the end I didn't get a survey but it left a bit of a weird taste, I've worked with her for 8-10 years, she seems good at her job, and I've never really had any complaints.