I like the simplicity of booking shifts, it's been a life saver for me over the past few weeks. Some clients, particularly the small ones are very nice, but the hotels are not fantastic, although the other Heroes make up for that, as I've met some lovely people. So far I would say your business is good, really, really good. You're more 4.5 than just 4. I think the extra half point could be gained by having much available shifts, which will probably come with time. I think a difficult thing with rating is that some people see the "bad" clients as reflective of the agency, which isn't really fair, but as a business you can't afford to reprimand the bad behaviour of staff members belonging to the client. I wouldn't change anything that you do yourselves.