Satisfaction Surveys

Wondering how many facilities do Resident and Family Satisfaction Surveys?  We do them every year.  On it , there is one question related to activities/recreation.  Part of my annual review, and therefore my raise is based on the results of that survey.  This is challenging.  Since only about 1/2 they surveys get filled out and returned, it doesn't take much to sway the results into a lower score.  The respondents can answer Excellent, Good, Fair or Poor to any question.  The facility wants excellent.  A good response is not good enough.  Personally I am happy with all Goods and excellent replies.    The challenge is the families.  When families are filling out the surveys,(if a resident can't fill it out themselves) and they don't come in the the facility often, they have no idea of the hard work and dedication of the activity staff and no idea of the quality and variety of programs.   Does anyone else do surveys and how do you address them in your facility?