It appears that Google Reviews are being VERY selective in the reviews published in your Search Results feature box - and not in a fair way!
I recently had to pick up my car from a trusted repairer and googled their name to get the phone number - and was appalled by the result provided!
The information presented was correct, but the selected reviews were far from complimentary.
Not only that, but Google Reviews had helpfully highlighted the most derogatory words.
I've been a frequent customer of this particular supplier and know that they go out of their way to be helpful, professional and above all honest - so I had to see why they had such a bad review. Looking closer, I found that all of the review 'snippets' were taken from one recent '1 star' review & nothing from 3 other '5 star' reviews that were highly complimentary.
How can this be construed as an honest appraisal of customer satisfaction?
It borders on 'character assassination' and if I were the owner I'd be taking steps to ensure that Google honestly portrayed reviews in a balanced fashion without bias.