Call Center Employees, the best given their limited authority

So they survey people and ask how well the call center technician handled the problem you called into the center to correct. Oh great! We have people who don't understand technology creating surveys that ask questions of other people that don't understand technology how the person who DOES understand technology did their job!

How on God's green earth can someone who called into a call center for help because they couldn't fix a problem somehow be qualified to judge the competency of the one who actually helped them? Give me a break. The sad thing is that these surveys are typically used to measure the value o the technician and level of expertise. Heaven forbid the tech wouldn't kiss the customer's butt enough. The survey parties seem to forget that the reason why the technician is there is to save the customers system or product NOT to make them feel good.