Our business is about using feedback to develop ourselves and our organisations, so you’d expect us to be sticking our noses into all kinds of feedback and review systems. Here’s one I came across recently. ‘The Good Garage Scheme”.

This feedback scheme is ostensibly about driving up the standards of workmanship and customer service in garages across the UK. However, the first thing that struck me about this scheme was that every garage listed (and there appear to be several hundred at least) seems to score 5 out of 5 stars. The written feedback (where supplied) also appears to be exclusively positive.

I then learned that the scheme is operated by Forte – a company supplying high-price, high-margin ‘emission-control’ fuel additives to the garages in the GoodGarageScheme system.

The absence of balancing feedback undermines the value of any 5-Star rating but that’s not the only issue for me here. The fact that it’s clearly in Forte’s interest to have as many 5-Star-rated garages as possible recommending its products to a trusting public leaves the whole thing open to criticism.

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