The Product Excellence Analyst works for the Product Excellence Manager - PEA analyses 'leaving surveys', mystery shopper scores, touchscreen scores, ride availability/throughputs/queue times, same other parkwide Commercial Operation availability; the PEA then churns this all out to the PEM and they in collaboration create a weekly 'Park Excellence Report', which shows all of that in stats for the park (trust me there is pages upon pages of it, absolute insane amounts of data), and also agains LLW, CWoA, London Attractions individually and AT.This helps out all teams across the park in congratulating certain areas on the park in their operation, and also displays areas to improve upon.So no Ricky, you are pretty much totally wrong - you may be thinking of the Guest Services Administrator who processes all complaints and praises for the park and churns feedback to department managers and then that is fed down to immediate Line Managers. They also reply to individual complaints and also helps investigations out - for example a complaint about poor food quality.