Case Study: Airbnb achieves more referrals and rebookings with Delighted

Airbnb connects higher NPS to more referrals and rebookings

Airbnb partnered with Delighted to test whether Net Promoter Score (NPS) could predict important business outcomes. The challenge was to determine if higher NPS correlated with guests returning to book another stay, referring friends and family, and resisting competitors’ offers.

Delighted’s NPS program collected feedback from 600,000 guests who booked with Airbnb between January and April 2014; two-thirds of respondents were promoters (over 300,000 gave a 10) and just 2% were detractors. Airbnb found promoters were statistically more likely to rebook and to refer via the “invite a friend” feature, and that 26% of guests remained promoters despite being unhappy with a specific stay—demonstrating, with Delighted’s data, measurable links between NPS, loyalty, and referrals beyond per-transaction CSAT.

Airbnb