The real question here : what actually caused the bad review? in quite a few cases we did objectively see good reasons for these objections- how?
Or was the communication with the end customer poor?
Or was the Hub not good at it?
Do you have examples where experience and communication was good and strong, but it did not prevent the customer issue?
Lets take the example of poor tolerances. Key here is, did the hub know there would be a tolerance issue? Did they communicate that to the customer? If the customer still paid, then it would be disingenuous for the user to give a bad review.
Nothing new in this. Print contains part A, which is supposed to fit into part B. Customer is not aware that will not happen without some corrections on tolerances. If HUB knows it, and explains it, then the customer is at fault.
Now, lets take an example where there is no part B. If it is a part where the HUB should have mentioned it, then its on the hub. I have had a few of these, where I have had to ask “what is this for?” or how close does this need to be?
Point is, on these ones you looked at, were there good or poor communications?
In situations where the customer complained about the price of the support material, after paying extra for the support material and removal, I am not sure there should be a legitimate customer complaint. And if 3dhubs can figure out how to pre-price support without a human seeing the model, that would be some fancy software.
Look at hubs with a lot of prints and good reviews. Count the average words exchanged before the order is accepted/paid. You might have evidence of what works, as opposed to trying to fix the unfixable.
I think, the more you try to automate up front, as opposed to demanding good communication between hubs and customers, the more poor reviews you might see. Once you set a tolerance that is acceptable, many customers who would have been thrilled with their raspberry pi case, would suddenly see a reason to be unhappy…