Forum Post: Theory Thursday thought from elf - 1st theory post

Is it possible major companies are hedging bets on customer follow through - like what percentage people will bother to return this broken item, or what percent will spend an hour on the phone to remove that misc erroneous charge or what percentage are counting that people will be too busy to bother following through or complain or research what they need to make sure they weren't charged in error?

Are they trading on those hedges? Would be interesting to find out - especially insurance companies and hospitals...