I don't follow? I can't improve my service based on a one off vote. However, when I read negative, written criticism that is specific, I can understand the bigger picture.
The passengers that bother to write a review have generally had an exceptional experience or a terrible one. Those mean more to me than a vote cast because they've received a text from their travel agent telling them to vote.
I can't please everyone, although I try, and I can't change the future, but for the first time in 4 years I feel like my $37 000/ year salary is safe for a few more years!