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  • The actual customer can afford a service from Evri that makes a percentage of their customers unhappy to a level that is only partially related to those people's unhappiness. This isn't rocket science. Remembering the identity of the real customer is a start, though.

  • Evri has a lot of customers, some of whom (e.g. Amazon) are in quasi-monopoly positions. In that situation, the happiness of Evri's recipients is not the most important factor.

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