Data scientists at Airbnb collect and use data to optimize products, identify problem areas, and inform business decisions. For most guests, however, the defining moments of the “Airbnb experience” happen in the real world – when they are traveling to their listing, being greeted by their host, settling into the listing, and exploring the destination. These are the moments that make or break the Airbnb experience, no matter how great we make our website. The purpose of this post is to show how we can use data to understand the quality of the trip experience, and in particular how the ‘Net promoter score’ adds value.
Currently, the best information we can gather about the offline experience is from the review that guests complete on Airbnb.com after their trip ends. The review, which is optional, asks for textual feedback and rating scores from 1-5 for the overall experience as well as subcategories: Accuracy, Cleanliness, Checkin, Communication, Location, and Value. Starting at the end of 2013, we added one more question to our review form, the NPS question…
