The surveys are purposefully anonymous to encourage your customers to answer as honestly as possible without the concern of being known. They do have the option to opt in and reveal their identity, however the default for the survey is anonymity.
We understand that if you get a negative survey, you want to contact the customer to make it right. You probably also want to figure out which service person is responsible for the customer’s feedback. While these are legitimate concerns, the customer purposefully chose not to be contacted as one of the questions in the survey is, “Do you want a representative of our company to contact you?”