Chris Fruci

Airbnb Transforms Hosts Into “Superhosts” Through Customer-facing Metrics

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On any given night, more than 2 million people in 191 countries stay in Airbnb rentals. Most of these rentals are owned by independent hosts who rely heavily on Airbnb’s hosting platform to manage their listings. Through its application, Airbnb makes it incredibly easy for individuals to list properties for rent and monetize unused spaces.

One of the biggest reasons the platform has grown so popular among hosts is its streamlined use of customer-facing metrics. Delivered through the host interface, these metrics help property managers optimize their rental side hustles and create great experiences for guests all year round.

Displaying the Most Important Information Up Front

When hosts first sign into the platform, they see a simple “Hosting progress” snapshot which summarizes the current month’s earnings and bookings, in addition to their overall rating and total number of reviews.

Without navigating anywhere in the application, Airbnb hosts immediately see the five most important success metrics to operating their rentals. By clicking on any of these data points, users are taken directly to more nuanced reports so that they can understand what is driving their numbers.

By clicking on the earnings metric, hosts can see their actual and projected earnings by month in a straightforward bar chart. Without having to manipulate any data, users learn what they were actually paid out and what they should expect to make on a month-by-month basis going forward.

Hosts can also see their booking rate, an important indication of how interested potential guests are in renting their specific property. A low booking rate may reveal that hosts need to adjust something about their listing. Often times, this means lowering the price, uploading higher-quality photos, or earning better reviews.

Providing Additional Detail Where Relevant

One of the most important success factors for Airbnb hosts is their five-star rating.

Airbnb provides ample information on this front to help property managers deliver great experiences for their guests. The platform calculates an overall rating from seven different categories – overall experience, accuracy, cleanliness, communication, check-in, location, and value.

Hosts can click on any of these individual categories to access more detailed breakdowns. Although hosts can’t manipulate feedback that has already been posted, this information helps them understand where they need to focus their improvement efforts, if necessary.

Helping Hosts Extract as Much Value as Possible

Airbnb also creates simple comparison tables for hosts to show them how they are performing against “Superhost” eligibility criteria, a status that leads to increased visibility and earning potential.

In these tables, hosts can see where they are exceeding or falling short of the platform’s expectations. By offering these customer-facing metrics, Airbnb is helping individuals become more effective property managers, which, in turn, results in better experiences for guests and bigger profit pools for hosts and the platform.

Helping Customers Help Themselves

Through clear and relevant customer-facing metrics, Airbnb dramatically enhances the overall hosting experience for independent property managers.

In the front-end of the platform, they can easily track earnings, discover their booking success, and learn how they need to improve their listings. Airbnb also pushes insights to hosts, highlighting specific targets or strategies that may help them increase visibility on the platform.

When it comes to customer-facing metrics, Airbnb does it well. And so can you.

With Keen, deploying customer-facing metrics is a breeze. Contact our solutions team today to learn more about how you can create a differentiated experience for your customers.

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