Bad ratings are not a reason to beat up on your team. First of all, they're a gift.
If you are criticized, be happy; now that you understand what you are doing wrong, there is a chance to fix the problem and get a super-grateful customer. It's hard to believe that a customer who just cursed you in a comment would recommend your company to friends. But in fact, at least half of your customers are willing to stay yours if you respond to the negative and solve the problem.
Feedback always helps people to understand each other and become closer, whether it is a relationship between a husband and wife, or a company and a client. A person needs to be listened to, accepted, and helped.
«y leaving a review, the client not only releases steam, but also begins negotiations, expecting that you will discuss what happened and find a solution that will satisfy everyone.
Respond to all bad customer ratings. If the customer didn't leave a comment, ask what's wrong. Don't reply formally, "We're sorry, we'll figure it out." Not just any response is good; such boilerplate only irritates. First figure it out, then answer. An immediate empty response isn't as good as a delayed response that's right to the point.
With poor ratings, it is easier to understand that the client is openly dissatisfied. However, a "Normal" rating can hide a selfish person who is never satisfied, or a frustrated modest client who was embarrassed to put a bad rating.
In the comments to "Normal" ratings, you will find useful tips that help improve the service and pay attention to small things that you didn't know were important.