Hidden customer costs may be economically legible before they are visible in company reporting.
Support trees, billing repairs, cancellation loops, restoration delays, and repeated explanations transfer labor to the customer. Structured stories can test whether that labor is associated with churn, refunds, complaints, switching, or other measurable exposure.
One angry customer is an anecdote. Ten thousand coded experiences are still not truth without a sampling frame, a denominator, and contradictory cases.