A lot of companies (e.g. uber, Amazon, etc) have made it much harder to get any kind of satisfaction from the management who is actually at fault for problems people have, and leave the front line folks to face the anger they incur. Easy example, I have had lots of problems with uber that are almost always app related, but I am asked to rate the driver every time. I try to always give a good rating or none at all, but I imagine the drivers (who are mostly just executing specified instructions) are bearing the brunt of any frustration with the company. This is true for most customer service roles now, companies have completely offloaded their accountability onto the front line who is usually the least responsible.

So your idea makes sense.