To me the second response reads more like PR-speak, like somebody who's been over-coached on how to talk to customers.

I find it strange that they'd have an AI-driven followup email days after the survey. If you're automating it, why the delay? "Delay the response so it seems more human" is way too cynical.

It's worth noting that OP is talking about Ocado, too. I've been a client of theirs for over ten years, and the number one reason why I keep buying from them is that their delivery drivers never feel super-hurried. They have lower quotas than drivers for other services, and they always have time for a little bit of banter. Compare that e.g. to Amazon Fresh drivers, who'll always just leave the groceries at the door and knock. They're already gone by the time I open the door.

I find it unlikely that they'd automate this sort of second-level customer support response while not squeezing the everliving shit out of their drivers.