I didn’t notice if they were down for me, nor was I watching a show on Netflix when they were down. They still sent me this email. I think it is a great thing from a company to acknowledge if something broke (shit happens). I also liked how they wrote

“If you attempted and were unable to instantly watch TV episodes or movies yesterday, click on this account specific link in the next 7 days to apply your 3% credit”

They don’t know who was trying to watch Netflix when they were down. They are showing their trust in the customers to do the right thing – that is take the 3% credit if customer had inconvenience. Am I going to click on that link and get 30 cents or so from them – No, because I didn’t even know about the issue till they send me the email. They would have paid more to users if they applied the 3% credit to all the users. I think that is brilliant from a company’s view.

I’d be curious to know what % of users not claim the 3% credit. I was talking to a Paypal employee at X Innovate and he mentioned that they only charge transaction fee for Paypal-to-Paypal transfer only if there are certain options are picked when paying the money (ones with a business intent). He mentioned that a huge percent of users pick the right options.