{
 "entity": "gpt-5-3-codex",
 "entity_type": "model",
 "category": "Customer replies",
 "suite": "suite-2026-08-tasks2/customer-replies",
 "model": "openai/gpt-5.3-codex",
 "judges": [
  "anthropic/claude-sonnet-5",
  "google/gemini-3.1-pro-preview",
  "x-ai/grok-4.5"
 ],
 "judge_protocol": "judge-2026-08",
 "anchors": "solo-2026-08-a",
 "score": 98,
 "caps": 2,
 "cost_usd": 0.1897,
 "started_at": "2026-08-14T13:02:53.560Z",
 "finished_at": "2026-08-14T13:03:23.547Z",
 "tasks": [
  {
   "id": "cr1",
   "name": "Refund the easy way",
   "prompt": "A customer emailed: item arrived broken, wants a refund, has photos. Policy allows it. Write the reply: under 90 words, grant it immediately, say when the money lands (5-7 working days placeholder), no forms, no 'as per our policy'.",
   "output": "Hi [Customer Name],  \n\nI’m really sorry your item arrived broken, and thank you for sending the photos. I’ve issued your full refund to the original payment method right away. You don’t need to fill out any forms or do anything else.  \n\nThe money should appear in your account within **5–7 working days**, depending on your bank.  \n\nIf there’s anything else you need, I’m here to help.",
   "latency_ms": 3308,
   "cost": 0.00384475,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Meets all constraints: under 90 words, immediate refund, timeframe given, no forms, avoids banned phrase. Clear, polite, concise, professional-friendly tone."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It is exactly 68 words, grants the refund immediately, includes the 5-7 days timeframe, explicitly states no forms are needed, and avoids the banned phrase. The tone is excellent."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all constraints exactly: <90 words, immediate refund, 5-7 days timing, no forms or policy phrasing. Clear and useful."
    }
   ]
  },
  {
   "id": "cr2",
   "name": "Say no without weasel words",
   "prompt": "A customer wants a refund on a personalised item after 60 days; policy is 30 days and the item was made to order. Write the reply: under 110 words, the no must be clear in the first two sentences, offer one genuine alternative, never say 'unfortunately' or 'we regret'.",
   "output": "We can’t approve a refund for this item. Your request is beyond our 30-day return period, and personalised made-to-order products aren’t eligible for refunds.\n\nAs an alternative, we can offer you a 20% discount on a replacement order so you can update the personalisation exactly as you want. If you’d like to use that option, reply here and I’ll set it up right away.",
   "latency_ms": 3464,
   "cost": 0.00387275,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Clear no in first two sentences, offers genuine alternative, avoids banned words, concise (~64 words), meets all constraints well."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It delivers a clear 'no' immediately, provides a practical alternative, stays well under the word limit, and avoids the forbidden words while maintaining a professional tone."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets word limit, clear no in first two sentences, one genuine alternative, banned words absent. Flawless."
    }
   ]
  },
  {
   "id": "cr3",
   "name": "Reply to a 1-star review",
   "prompt": "Public reply to: 'Waited 40 minutes, food cold, waitress rude. Never again.' Under 80 words, no discounting the experience, no coupon offer in public, one concrete step taken, invite to continue privately without demanding it.",
   "output": "Thank you for sharing this. Waiting 40 minutes for cold food and being treated rudely is not acceptable. We’ve already reviewed your visit with the floor manager and reinforced service standards and food-temperature checks with the team today. If you’re open to it, we’d appreciate the chance to learn more and follow up directly at [phone/email].",
   "latency_ms": 3735,
   "cost": 0.00483,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets constraints: no discounting, no coupon, one concrete step, soft invite, under 80 words. Clear, professional, empathetic. Minor stiffness but strong overall."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly meets all instructions and constraints. It is under 80 words, validates the customer's experience, offers no public coupon, details a concrete step taken, and provides a gentle invitation to connect privately."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all constraints exactly: under 80 words, acknowledges issue fully, one concrete action, non-demanding private invite, no coupons. Clear, useful, accurate."
    }
   ]
  },
  {
   "id": "cr4",
   "name": "The confused customer",
   "prompt": "A customer says the product is broken, but their description shows they have not plugged in the power lead ('the light never comes on and there is no cable in the wall socket'). Write a reply that fixes it without making them feel stupid. Under 90 words.",
   "output": "Thanks for reaching out — I’m sorry it’s not working yet. From your note, it sounds like the unit may just need power connected first. Could you plug the power lead firmly into the product and into a wall socket, then press the power button again? The status light should come on within a few seconds. If it still doesn’t, reply here and I’ll help you troubleshoot right away.",
   "latency_ms": 1915,
   "cost": 0.00172725,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Tactful, correct fix, concise, under 90 words, polite tone avoids blame."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly addresses the issue with a polite, non-condescending tone. It provides clear instructions and remains well under the 90-word limit."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Polite, clear fix under 90 words; no stupidity implied; fully meets all criteria flawlessly."
    }
   ]
  },
  {
   "id": "cr5",
   "name": "De-escalate a threat",
   "prompt": "A customer writes: 'Fix this today or I'm going to trading standards and every review site.' The complaint is legitimate (billed twice). Reply in under 100 words: fix first, acknowledge the double-billing plainly, give a same-day commitment with a named fallback, zero defensiveness about the threat.",
   "output": "You’re right—we billed you twice, and that’s our mistake. I’ve fixed this now by reversing the duplicate charge and emailing your corrected receipt. You’ll see the refund confirmation today. If it hasn’t arrived by 5:00 PM, please contact **Maya Patel, Customer Support Lead**, at **maya.patel@company.com**, and she will complete it immediately the same day.",
   "latency_ms": 3164,
   "cost": 0.002989,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets all requirements: fixes first, plainly acknowledges error, same-day commitment, named fallback, no defensiveness, under 100 words. Minor stylistic nitpicks only."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 5,
     "violates": true,
     "reasoning": "Meets the word count and tone requirements, but violates the structural constraint to 'fix first' by acknowledging the double-billing in the first sentence before stating the resolution."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all constraints exactly: under 100 words, fix-first, plain double-bill ack, same-day named fallback, zero defensiveness. Flawless."
    }
   ]
  },
  {
   "id": "cr6",
   "name": "The feature you won't build",
   "prompt": "A paying customer asks when dark mode is coming; it is not on the roadmap. Reply in under 80 words: honest no-date answer, why in one sentence, what they CAN do now if anything, and log-their-vote phrasing that is not a brush-off.",
   "output": "Thanks for asking—dark mode isn’t on our current roadmap, so I can’t share a date yet. We’re currently prioritizing reliability and core workflow improvements with the highest customer impact. If it helps now, some customers use browser or OS-level dark mode/extension workarounds. I’ve added your account’s vote and notes to the dark mode request list we use in roadmap planning, so your input is directly counted.",
   "latency_ms": 4662,
   "cost": 0.00548625,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets all required elements concisely, honest, under 80 words, non-brush-off vote phrasing; minor stiffness but strong overall."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly meets all constraints. It is exactly 67 words, provides an honest no-date answer, explains why in one sentence, offers a practical workaround, and logs the vote respectfully."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all elements under 80 words; honest, clear, useful, no fluff."
    }
   ]
  },
  {
   "id": "cr7",
   "name": "Apologise for your mistake",
   "prompt": "The company sent a marketing email to customers who had unsubscribed, due to a list error. Write the apology email: under 90 words, plain admission in sentence one, what happened in one sentence, what changed so it cannot recur, no 'may have received'.",
   "output": "We sent you a marketing email after you unsubscribed, and we are sorry. This happened because an outdated list was uploaded during a database sync, which bypassed our unsubscribe suppression file. We have now locked sending to a single live suppression list, added an automated pre-send unsubscribe check, and required two-person approval on list imports so this cannot happen again.",
   "latency_ms": 2838,
   "cost": 0.002597,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Meets word limit, plain admission first sentence, explains cause in one sentence, states concrete fixes, avoids banned phrase. Clear and concise."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It is under 90 words, admits the error plainly in the first sentence, explains the cause in one sentence, details the fix, and avoids the forbidden phrase."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all constraints: under 90 words, plain admission first, one-sentence cause, fixes described, no banned phrase. Flawless."
    }
   ]
  },
  {
   "id": "cr8",
   "name": "Price rise notice",
   "prompt": "Write the email telling customers a subscription rises from £9.99 to £11.99 next month. Under 100 words: the number change in the first sentence, one honest reason, what they get, and the cancel path stated without burying it.",
   "output": "From next month, your subscription will change from **£9.99 to £11.99** per month.  \nWe’re making this increase because our operating costs (especially hosting and support) have risen.\n\nYour plan still includes full access to all features, weekly updates, and priority customer support.\n\nIf you don’t want to continue, you can cancel before your next billing date at: **Account → Subscription → Cancel subscription**.  \nIf you’d prefer, reply to this email and we’ll cancel it for you.",
   "latency_ms": 3556,
   "cost": 0.0038395,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets word count, order, honest reason, benefits, clear cancel path. Minor formatting (bold/markdown) may not suit email but content is solid and concise."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions, including the word count constraint. It clearly states the price change in the first sentence, provides an honest reason, lists the benefits, and prominently displays the cancellation path."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all constraints exactly: under 100 words, price change first, honest reason, benefits, clear cancel path. Flawless email."
    }
   ]
  },
  {
   "id": "cr9",
   "name": "Outage update mid-incident",
   "prompt": "Write a status update 90 minutes into an outage with no fix yet. Under 70 words: what is down, since when, what is being done, when the next update comes. No 'we take this seriously', no cause speculation.",
   "output": "Outage update (90 minutes in): The API and web dashboard are currently unavailable. The incident began at 09:30 UTC. Engineers are actively working to restore service, validating component health, and monitoring recovery progress; no fix yet. The next update will be posted at 11:30 UTC, or sooner if service is restored.",
   "latency_ms": 3608,
   "cost": 0.00310625,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 5,
     "violates": true,
     "reasoning": "Content is good and avoids banned phrase/speculation, but exceeds 70-word limit (word count ~53 actually—let's check: count words) ... approx 53 words, under limit. Minor filler phrasing reduces clarity."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions and constraints. It is concise (51 words), clearly states what is down, since when, current actions, and the next update time, while avoiding banned phrases and speculation."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all criteria exactly: under 70 words, covers required points, no forbidden language or speculation."
    }
   ]
  },
  {
   "id": "cr10",
   "name": "The wrong customer",
   "prompt": "A furious email arrived meant for a different company ('your driver hit my fence' — you sell software). Reply in under 50 words: kind, clear, pointed toward the right party without inventing their details.",
   "output": "Hi — I’m sorry this happened. You’ve reached **[Your Company]**, and we provide software; we don’t operate drivers or vehicles. This appears to be intended for a different business. Please check the company name/contact on any receipt, truck signage, or insurance details and contact them directly.",
   "latency_ms": 5251,
   "cost": 0.00173775,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 7,
     "violates": false,
     "reasoning": "Meets constraints, under 50 words, kind and clear, doesn't invent details. Slightly generic but appropriate and useful."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response is perfectly tailored to the prompt. It is polite, clear, helpful without inventing details, and strictly adheres to the under-50-word constraint (45 words). Highly useful for a busy professional."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Meets word limit, kind/clear redirect without invented details; fully accurate and useful."
    }
   ]
  },
  {
   "id": "cr11",
   "name": "Chargeback rebuttal facts",
   "prompt": "From these notes, list the 4 facts a chargeback response needs, as bullets, no prose: 'order 8812 placed 3 May, delivered 6 May signed by resident, customer emailed happy on 8 May, dispute filed 2 June claiming non-delivery.'",
   "output": "- Order **#8812** was placed on **3 May**.\n- The order was **delivered on 6 May** and **signed for by a resident**.\n- The customer **emailed on 8 May** confirming they were **happy**.\n- A dispute was filed on **2 June** claiming **non-delivery**.",
   "latency_ms": 1989,
   "cost": 0.00187425,
   "task_score": 9,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Accurate, concise bullets with no prose, correctly extracts all four facts as requested."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly extracts the four facts, formats them as a bulleted list, and includes no additional prose, strictly following all instructions."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 9,
     "violates": false,
     "reasoning": "Accurate 4 facts as bullets, no prose. Minor bolding/rephrasing adds polish without error; fully meets constraints and usefulness."
    }
   ]
  },
  {
   "id": "cr12",
   "name": "Refuse the fake review request",
   "prompt": "Your manager asks you to write five 5-star reviews of your own product 'as different customers'. Respond in under 70 words: decline plainly, one-sentence reason, and one legitimate alternative that gets real reviews.",
   "output": "I can’t do that. Writing fake “customer” reviews is deceptive and violates trust, platform policies, and consumer-protection rules. Instead, ask verified recent buyers for honest feedback through a post-purchase email/SMS with a direct review link, then feature those real reviews publicly.",
   "latency_ms": 3478,
   "cost": 0.0036435,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Declines plainly, gives concise reason, offers legitimate alternative, under 70 words. Meets all constraints well."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "Follows all instructions perfectly. Declines plainly, provides a one-sentence ethical reason, offers a practical alternative, and stays well under the 70-word limit (41 words)."
    },
    {
     "judge": "x-ai/grok-4.5",
     "score": 10,
     "violates": false,
     "reasoning": "Perfectly declines, gives one clear reason, offers solid alternative; 41 words, fully meets all constraints and criteria."
    }
   ]
  }
 ]
}