The cons of using surveys here are as follows:

• Surveys often don't provide a good understanding of why responses are negative or positive. Often, a survey question might be phrased--"Rate your experience with our product on a scale of 1 to 10". The average of all responses might be 7, which might be interpreted as bad news--it may suggest that the experience is inconsistent because there are people who rate their experience at 7 or less, and people who rate their experience much higher.
• Clearly, something about the experience causes the inconsistency in responses. Some survey tools allow survey designers to introduce a follow-up question to appear, especially if the rating is low, asking for more details. Unfortunately, people don't tend to provide much additional details to explain their rating, and often, if they do, their feedback may be obscure or incomplete.