My children love SNS so we have made several trips here. Our service has always been pretty good. We've only had a negative experience once, and our server brought it to the manager's attention without our asking which was nice. The manager was very nice and apologetic over the length of time it took to receive a 3 stack of pancakes (60 mins). and comp'd our entire meal.
I don't know if anyone goes to SNS with high expectations, but it's always been average or slightly above for us.