The observation about AW positive feedback but lots of CE reports does not surprise me at all. I know of members either because I have had bookings with them, or they contact me who have very good positive AW feedback but are just awful/difficult/impossible to deal with. Horrendous comms, late, unreliable yet glowing reports. Either I am a fusspot or others are not reporting the truth, or they are well behaved on a few bookings they use booking forms.
This has actually always been the case even prior to CE existence. In some cases I wasn't aware of the person I had banned or had difficulties with having an AW account, then they use it to contact me "Remember me" and I see the very nice feedback (some draw attention to it). They then behave just as they always have done. For a first booking someone might give leeway (for nerves etc), so I think that is how some get the good feedback because as with me, the behaviour was repeated in subsequent bookings becoming utter disrespect (things like flippant cancelling, showing up then walking out saying punting isn't for them, asking for 3rd chances).
AW feedback doesn't show how the person is on other bookings, in the 100 messages/texts/phone calls they've sent to other providers.
