There is no objective standard for a public company to rely on in instances like this (at least not one we can all agree on). So the only metric they have is to go off of public opinion which has network and mob-like effects. Such effects are only amplified by the current media landscape that reports on the fact that outrage occurred instead of plain facts, further making it a "non-objective" problem.

It's the same on some level as freedom of speech. We "kinda" used to have a general standard about what we disallowed. But that's being challenged in recent years, and from my perspective, is only being driven by outrage rather than actual discussions to figure out a good and clearly defined common ground that acts in the best interests of our entire society.