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This is classic Goodhart's Law stuff[1]. The key takeaway is that any company that implement these kinds of incentives doesn't actually give a shit about custom

This is classic Goodhart's Law stuff[1]. The key takeaway is that any company that implement these kinds of incentives doesn't actually give a shit about customer experience, they just like to play pretend. [1] https://en.wikipedia.org/wiki/Goodhart%27s_law https://en.wikipedia.org/wiki/Goodhart%27s_law

cgriswald 3y ago
From the story it seems like they just like to deny bonuses on flimsy pretexts.
thfuran 3y ago
No, the key takeaway is that they probably shouldn't be relying on ratings to the extent that they are.