A lovely recap appears on Jim Hassett's blog (that's Jim, to the right) of the survey method banter over the past few days/weeks that also turned into something of a survey purpose banter.
He summarizes with a clear point raised by another law firm consultant, Peter Johnson:
"...we all agree on the single most important fact: Law [& accounting] firms should conduct more client satisfaction interviews. This matters more than any disagreements about exactly how to conduct them."
I couldn't agree more. (above emphasis mine)
We all also seem to agree that the primary purpose of the survey is to strengthen the relationship with the customer.
None of us seem to disagree that the surveys fall into the area of marketing probably because we all recognize that current and future business hinges on the strength of each customer relationship.
Well summarized, Mr. Hassett! (And as a fellow genealogist, I appreciate your thorough research on the subject and good citations...)