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  • The NPS Metric: How Does Airbnb Listen To Its Customers..?

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    AMIT VIKRAMDIXIT
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    Airbnb relies on customer feedback collected through the Net Promoter Score system to make business decisions. The NPS asks guests after their trip if they would recommend Airbnb and also rates their experience on factors like customer service, cleanliness, and value. This data helps Airbnb identify promoters and detractors, set performance benchmarks, and gauge the likelihood customers will return.

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    Airbnb relies on customer feedback collected through the Net Promoter Score system to make business decisions. The NPS asks guests after their trip if they would recommend Airbnb and also rates their experience on factors like customer service, cleanliness, and value. This data helps Airbnb identify promoters and detractors, set performance benchmarks, and gauge the likelihood customers will return.

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    6 views3 pages

    The NPS Metric: How Does Airbnb Listen To Its Customers..?

    Uploaded by

    AMIT VIKRAMDIXIT
    Airbnb relies on customer feedback collected through the Net Promoter Score system to make business decisions. The NPS asks guests after their trip if they would recommend Airbnb and also rates their experience on factors like customer service, cleanliness, and value. This data helps Airbnb identify promoters and detractors, set performance benchmarks, and gauge the likelihood customers will return.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    How does Airbnb listen to its customers..?

    The NPS metric


    Airbnb relies on extensive usage of data science to make informed business decisions

    The Net Promoter Score (NPS) is a quantitative measure of customer loyalty and
    satisfaction.
    It indicates the perceived quality of the Airbnb experience
    Upon trip completion, guests are required to answer a simple question
    Would you recommend Airbnb to a friend? (also called likelihood to recommend
    or LTR)
    Guests can also provide ratings on an index of 0-10 on multiple parameters, including
    Customer care response time
    Cleanliness of accommodation
    Communication with host
    Value for money
    Ease of website use
    How does listening to customers help..
    NPS provides an early indication of growth by word of mouth.
    It helps to distinguish promoters or loyal enthusiasts from detractors
    or unhappy customers
    Helps to set performance benchmarks over time and across multiple
    segments
    It can also be used to gauge the likelihood that the customer shall return
    to book again

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