“This was 6-7 years ago so may not be relevant but when I worked at Enterprise Rent-A-Car, the higher ups were so tunnel visioned on positive customer reviews that if there was any problem at all we would write off anything from gas to whole days of rentals. We had a few repeat customers that would catch on and habitually complain about dumb sh#t to get parts of the bill discounted.
Only a rating of “Completely Satisfied” counted and it was tied to bonus and promotion so a huge incentive to make people happy.”
It's actually true for many products. Many cheap supermarket house brands are often made by the big premium brands just in a different package. Some hygiene products are available from dozens of different brands but in reality, there are only two companies in the whole country that make it and with the exception of some slight changes to colour and fragrance it was all the same stuff.