What's the purpose of a survey ?

My phone company recently surveyed me. They asked me about the friendliness of their employees, the quality of the network,...

Nobody asks me why I receive a confusing bill. I usually feel frustrated after reading the bill. My company has a friendly service but has not designed its process to deliver clear bill.

What was the purpose of this survey ?

A survey needs to start with people doing the work to understand what matters to their customers.  If they had identified first the numerous questions customer send each month about their bills…

Service needs to be designed starting from the customers perspective after identifying what matters to them…