Originally Posted by
24left
AC may view the one who writes a compliment as someone who is likely happy and will remain a customer, whereas the one who writes in a complaint might need a small incentive to remain a customer.
My view is that the value of a compliment can often be more useful than a complaint, but only if the organization has a structure for not just gathering up a collection of compliments and filing them somewhere, but thinking about the information provided and using it. There are companies out there who use a monetary token to thank customers who've provided compliments and they do it because they see value in it.
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That does make sense, but the long term is that it might gameify the process and bias towards bad reviews. People have done a lot less to get a 10% discount then spend 5 minutes writing into customer service. Its hard to guess at motivation from AC, but it could be an attempt to mute the bad thoughts (if someone gets a discount code, they might not complain to their friends), explicitly more than caring about solving the issue. If they do care about the issues, they should also be soliciting and encouraging positive reviews as well.