100% you’re on point here, but there’s one problem that happens when they do add “is this a 5% problem”: eventually (and I’d say pretty quickly), the public gets wind of “if I say the right things to get marked as a 5% problem, I get an automatic escalation to someone who knows more.”, and suddenly you get a big chunk of level 1 calls in to the upper tiers.

For evidence, see: “Retention departments give you the best rates if you threaten to cancel” (which then caused companies to have to rename the retention departments and change the policies.