The quality of reviews are the real problem I think. People could leave a 5 star review because they have a bias towards the product/service or could leave a 1

The quality of reviews are the real problem I think. People could leave a 5 star review because they have a bias towards the product/service or could leave a 1 star because they're having a bad day. What I think is needed is for companies to incentivise higher quality reviews. Breaking review in categories so I can understand exactly what's 5/5 and what's 1/5 about the product/service. Weight ratings with detailed explanations and photos. Moderate spammy / unhelpful comments. Allowing the owner to respond. All these massively increase the value of a review. I'm not sure there's much you can do about the odd unfair 1 star rating. There are always going to be people who dislike your product/service and they should probably have the right to express than dislike. However, I think in the case you're describing if the rating was broken into categories and the reviewer 1 stared every category, you can probably assume it's low quality and negatively weight it. The owner should be able to respond to comments like this and provide their side of the story. I use Trustpilot a lot and I'm often happy to over look the odd negative review when a company provides a convincing explanation and apology in response to negative comments. I guess to answer your question, I think the issue is more that we tolerate low-effort reviews where people can just hit 1 star button with a one sentence explanation and their review is weighted the same as someone who spends 30 minutes providing a detailed review.