If comments are postivie and someone gave a detractor rating because it was too early for a survey then those should not be in the metrics.
Perhaps explain that all of the company will see the reviews and maybe the tacky, aggressive clients will tame themselves with their comments. Leaving a comment like "your worker clogged my toilet" is embarrassing even for the homeowner. It also doesn't have anything to do with his ability to provide outstanding service and the product they desired.
I like the comments that are put into the system by people taking the survey. To me, those are almost more important than the scores I get. The comments really give me a roadmap on how I can improve the experience in classes for my students.
I love Listen360 for our business, my main feedback to help improve the product would be to have the emails come from our company email address (even if a ghost email address) to help increase the number of survey's completed by our customers and the need for less interaction from the business to explain that an email will be coming from [EMAIL ADDRESS REMOVED] and allow the email be customized by the corporate office/company utilizing the service.