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Discussion » Questions » Human Behavior » Is it ethical for businesses to determine your level of service based on a customer score?
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Is it ethical for businesses to determine your level of service based on a customer score?

Apparently, some companies give you a score based on how much they think they can earn from you, and then determine how your issues with the company will be resolved and what deals you may qualify for. For example, if your score is low, you may have to wait on hold for 20 minutes versus getting a live rep right away. 

https://www.wsj.com/articles/on-hold-for-45-minutes-it-might-be-your-secret-customer-score-1541084656

Posted - November 2, 2018
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Responses


  • 46117
    That's just too over-my-head to answer.

    I can sympathize with the company and waiting and/or holding is not torture.  It is unethical to put kids in cages.

    I pick my battles.


      November 2, 2018 11:21 PM MDT
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  • 7939
    Hold times were one factor. The price you pay for service is also impacted.

    The article further mentions that your score can be impacted by your age and marital status. Ergo, you could be paying more for the exact same service as me, purely because you're older than me, and I might pay more than a 20-something or 30-something who is married. 
      November 2, 2018 11:23 PM MDT
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  • 5391
    Isn’t this how insurance companies conduct their business? Ethical is in the eye of the beholder. 
      November 3, 2018 7:36 AM MDT
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  • 7939
    I think that's a little different because the business is built on risk assessments. Service-related businesses should be providing service.
      November 3, 2018 12:05 PM MDT
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  • 5391
    It would seem they have embraced their own type of risk assessment. It’s still highly prejudicial, but not, apparently, illegal. Like the admissions policy at Harvard. :-/
    I digress.

    In an interesting analogy, think of how fatcats get over in casinos. Same thing? It’s in the business interest to pander to deeper pockets, thereby relegating the others to the cheap seats. “Buyer Beware“ should carry over to service as much as merchandise. 

      November 3, 2018 12:17 PM MDT
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  • 7939
    Have you seen the show, "Adam Ruins Everything?" I think you could make your own. lol (If you haven't, I think you'd like it. It's on YouTube and Netflix.)
      November 3, 2018 12:22 PM MDT
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  • 5391
    I have seen that show. 
      November 3, 2018 2:00 PM MDT
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  • 5391
    Is it ethical? Depends on your interest in the matter. Is it fair? No, not in my opinion.  

    Ethics is a code of conduct, not a claim of fairness.  
      November 3, 2018 7:42 AM MDT
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  • 1893
    Sounds about right, why waste resources on someone who has a low likelihood of spending money with you.  In this day and age of Hedge Fund inspired cost cutting there is no budget for extra staff.  With CEO compensation in the cloads, there is no room for extra staff.

    When the company really starts losing it, the hedge funds and senior management have gotten their money so they don't care.  This is why these guys despise European Style regulation.
      November 3, 2018 12:11 PM MDT
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  • 22891
    nnaybe not
      November 3, 2018 2:59 PM MDT
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  • 6098
    Guess that is why I sometimes sit on hold for 20 minutes.  I think private businesses can do what they think best and as consumers we can go with whatever business we choose to. I think not ethical when government charges some of us more for some services they provide than they charge other people in order to penalize us for having or earning more money than them. 
      November 3, 2018 4:27 PM MDT
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