CDG just responded to the negative reviews in the Guides section. While doing so they gave themselves a 5-star rating, thereby skewing the average. For those who missed it: 

CDGe team regrets to see so many negative comments on Glocal’s, which could reflect a misunderstanding of our internal procedures.

We have always made available different means to express satisfaction or disappointment or make improvement proposals with anonymous forms in the waiting room or on our website. We have even created a direct mail to the head doctor in order to facilitate communication.

We do all this because we do care about people’s opinion and we are always in the process of perfecting our service, therefore any suggestion on our website is welcome.

In order to clarify some concepts of our activity, we have created a new webpage (FAQ) on our site that we kindly invite you to visit. 

http://www.cliniquedentairedegeneve.ch/f-a-q_en.html

The Management

So what is the conclusion that CDG draws from all the negative comments? That their billing policy is wrong? That they need to work on their presentation? No. All these people who left negative feedback are wrong, because they have done so in the wrong place. 

Here's a great example how not to use social media as a company. I'm saving it for my 'customer service' classes (I'm a marketing teacher).