After we 1 our coffee, the waiter 2 over the check. With the check was a brief customer satisfaction 3 . One side of the questionnaire contained a note from the owner, 4 the words “ I really want to know ” . The other side of the questionnaire contained a few 5 measurement items and room for 6 . What was a little different about this survey was that the questionnaire had already been 7 by the waiter. On a 8 of “ excellent ” , “ good ” , and “ needs improvement ” , the waiter had 9 a line through all the “ excellent ” boxes.