Excellent example. I think it this case you did it right with a letter to customer service. When the "expectation" is a 4/5 star rating, then the average is g

Excellent example. I think it this case you did it right with a letter to customer service. When the "expectation" is a 4/5 star rating, then the average is generally 4.6-4.7 stars and there's no way to distinguish "normal, good service" from truly "above and beyond". Additionally, if the "above and beyond" just gains a 5 star review, that doesn't really give the feedback needed for extraordinary service.