Case Study: Airbnb improves guest feedback and loyalty with Retently

Airbnb analyzes 393 million reservations with Retently

The customer, Airbnb, faced the challenge of effectively gathering and interpreting vast amounts of guest feedback to maintain its competitive edge in the dynamic hospitality industry. They needed a strategic tool to understand customer satisfaction and loyalty beyond simple transactional metrics. To address this, they implemented a Net Promoter survey, a solution provided by the vendor Retently.

Retently's solution involved a strategically timed survey sent via email and in-app notifications, centered on the key Net Promoter Score question and complemented by open-ended feedback sections. This approach allowed Airbnb to capture fresh, unbiased guest impressions. While the case study notes a pitfall in their initial question design, Airbnb learned to value qualitative feedback and adopted a more holistic approach. The implementation by Retently provided Airbnb with valuable insights into guest sentiment, which contributed to its growth and strong customer loyalty, evidenced by its scale of 393 million reservations in 2022.

Airbnb