This is a customer service form, it might not have much to do with buying a physical product, the point the other commenter was making is KPIs (ratings based on client feedback and other factors like handle time) are extremely common in customer service roles and phone support roles for many types of companies, pointing to a industry standard as a reason to drop Amazon is a silly reason because then to be consistent you would need to drop basically any other company with a phone or chat support option, because they basically all have surveys and directly rate the support person based off of those survey repsoness, usually in a way that is “anything less then 5 stars is bad”