Customer Service-is there an alternative to the madness?

Hi. This is my first post in this section.I'm a fairly new PCT on a med-surg unit and although I am used to customer service from my previous experience in banking. I came into this hospital learning and accepting the whole customer service- Press Gainey mission. However, I notice how it frustrates you all on this forum. I wanted to know in a nutshell, what was it like for nurses before? Also, do you think it's better to go back the old way(whatever that was) or is there another way. I want to believe that press-gainey was supposed to solve all the problems patients had due to hospital treatment.

Also, do you see this new culture of nursing lasting for a while?Or will it backfire?