Reviews

I was just wondering if anyone ever contacts the guests after they review on BC ? My biggest bug bear is when they say everything was perfect and no negatives and score 10s in all categories but then score a 9 or 8 overall. We recently had a guest write in the title 10 out of 10 and scored us a 9 . If everything was perfect then surely nothing to improve on in their eyes. 

I'm wondering how to draw attention to the emoji system so guests know what the faces mean in terms of scores, any ideas?