customer service

Well I work at CVS, and we get these reports every month that describes out performance. So there is a pharmacy catagory, a front store catagory, and a photo catagory. For some reason our photo score has been going down for a few months, and that has lead to management changes. But after the management changes, it still seems to be lower than it should be. Like we score a 60 % in customer service and courteousness. My collagues and I are always friendly with our customers and still the score is low. I just don't get it, management is always on everyone's case about how our scores are low, and I don't see a solution. I seems to me that few customers who are not happy that their pictures are not ready in time due to a machine malfunction are calling in on these surveys and destroying our customer satisfaction score. But I could be wrong, I am beginning to hate customer service and retail.