Sure, if customer satisfaction is what you want to optimize for. But in this case: > the main concern is reducing the metric of “next available appointment,”

Sure, if customer satisfaction is what you want to optimize for. But in this case: > the main concern is reducing the metric of “next available appointment,” Later on the article talks about how short sellers have been using that metric to gauge service levels, which Tesla wants to undermine. So it looks like the company is explicitly targeting a vanity metric as a knee jerk response to short sellers. Not the best long term strategy...