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From time to time, the "RASC" (UC Retirement Administration Service Center) has issued glowing customer satisfaction surveys. The issue may be a variant of the problem that arises with self-driving cars: Ninety percent of the time, routine issues are resolved. But when it comes to the unusual or irregular, you get a car wreck. Thus, most customers are satisfied, except for the small minority who are wrecked. Wrecks, however, have much more important consequences than routine issues.