How accountable are companies, government agencies, and other service providers? My train is late again, but unless I am “severely delayed” then this is the end of the story. Call me a whiner, but this happens much too frequently for my tolerance level. This and other small transgressions, call them micro transgressions, are a non-issue when they are sparse and uncommon. The problem is when they accumulate.
Imagine a system which accumulates accountability points payable to you, every minute lost in train delays, or every minute spent forwarding you to another person to assist you. This achieves two important goals. The first is receiving compensation for non-major transgressions. The second is highlighting to companies, via financial losses, some important customer pain points, those which typically slip by unnoticed. This incentives different services to optimise for improving the average level of service provided, rather than lingering just above the minimum service level agreement. This may even spur interest in considering analytics more seriously, so as to dispute false accountability claims. Improving customer relations and interactions is then only one step away.
A question that comes to mind is whether this is the type of culture we want to live in. So long as this system remains largely isolated from interpersonal interactions and lawsuits, I believe that this can work. As a fairly imperfect analogy, consider car accident insurance, a system which helps alleviate a lot of conflict in these areas. Personal conflict between the participants in an accident is less likely, or typically less aggravated than it would be otherwise. The likelihood of lawsuits is similarly reduced, especially when monetary compensation is the chief concern, rather than vengeance or pride.