All too true, sadly.
As I reluctantly agreed to send off my ‘old’ but still valid passport, to entrust it to the unreliable postal system, a questionnaire popped up asking me to evaluate their online service. Was I satisfied? No, I was (am) having kittens and butterflies together, in a foreign land without a valid passport for ‘up to eleven weeks’. I enjoyed clicking the keys, maybe.
How the xxxx can you evaluate a system that might just work if you’re lucky?