At the end of the day most people just want to know if people think a service, movie, driver, seller, etc. is worth it or not * . If you need more info you are going to read the reviews anyway.
* An exception might be niche user review communities like myanimelist or rateyourmusic
The difference between the critic rating and the user rating is useful information to have when making a viewing decision. If they are both low, that tells you something. If one is low and one is high, that tells you something.
You're looking at a jacket and you see that while some people rate it 5/5, most of the ratings are 4/5 and 3/5, and 85% of the reviewers say they would recommend the jacket to a friend.
So you read the reviews, and gather that most of the medium scores are because the arms are a little shorter than expected and the cut across the back is rather wide. You also notice that everyone is praising the quality of the fabric and worksmanship. Good information, since if you have short arms and the back muscles of a powerlifter, that jacket would probably be a good purchase.
That is good use of a scoring system, but it requires people to care about it and about writing reviews. It works for niche sites, but completely breaks down somewhere like Amazon, or on Uber/Airbnb where you get punished for anything less than a perfect score.
The sane way to do it would be to ask yes no questions, but that would require thinking.
Nearly every time I have a bad experience with a company the problem is systemic, but a bad rating will be associated with the random person who served me. So I don't participate. If the problem is particularly bad I find another supplier.
Even if the company has systemic problems, they still need to pay bills as long as they still have the job.
Finding another company is a smart option. I'd also write to the management to explain why that problem is blocking you from doing business with them, without mentioning who you spoke with.