[AlexandrB]

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

[cgriswald]

From the story it seems like they just like to deny bonuses on flimsy pretexts.

[thfuran]

No, the key takeaway is that they probably shouldn't be relying on ratings to the extent that they are.