I was always planning to be honest / realistic about the survey, however they're obviously worried because they keep trying to make excuses and blaming everyone else in the dealership..... which isn't giving the best impression.
Regarding the rest of the process I'd say they were average at best. They didn't really know their products so just quoted irrelevant facts from a quick reference guide, and their communication was confused. I wouldn't have recommended them, even before they gave us a dirty car.
They're worried about the survey because it counts. If you're not honest on the survey what incentive is there for them to do better? This is not the first time they've done this and begged for good marks. They'll brag about their 5 star service to the next poor soul that unsuspectingly walks in. There's no reason to give a good response when it's clearly not deserved.