How would you measure the satisfaction of hosts on Airbnb?

Airbnb operates as a 2-sided marketplace connecting the hosts who list their properties to rent out for short-term and the guests/tourists book those properties during trips or staycations.

Is there any current news of hosts being unhappy or so? à No

Is this for any specific region? à Can assume for a specific region

Is there any business objective I should be aware of while measuring the satisfaction of hosts? àNone

I will structure my answer by looking at Airbnb’s broader mission and objective. Then look at the actions that a host takes to list its property on Airbnb. Eventually, I will list the metrics to measure the satisfaction of the hosts on Airbnb.

We know that the mission of Airbnb is to create a world where anyone can belong anywhere. Airbnb tries to nudge the hosts to create the list of quality properties through its services which the guests can book to belong to any place they are visiting. Airbnb charges a service fee from both the guest and the property owner for each booking. If guests do not find good enough properties, they will switch to hotel bookings. If there are not enough guests on the platform or guests do not leave the properties in a good state while leaving, hosts will not have any incentive to list their properties or even if they list, their income will be low. It’s important for Airbnb to make sure there is high level of satisfaction among both the parties. So, keeping these points in mind, now let’s look at the user actions (both hosts and guests) as one’s actions affect the other.

Now, lets check the metrics which can be used to measure the satisfaction of the hosts:

1. Positive/Negative/Neutral reviews provided by the hosts after every booking à If there are large number of negative reviews, it clearly indicates high level of satisfaction
2. No. of hosts whose properties are listed monthly à If this metric gradually decreases, it might indicate that hosts are not happy listing properties anymore
3. No. of properties listed monthly by property size à Same as above
4. Monthly churn rate of hosts à If this metric gradually increases, it might indicate that hosts are not happy listing properties anymore
5. D/W/M customer support calls from hosts can give a lot of idea of the levels of satisfaction

 Also, check if there is any chatter on the social media platforms about the Airbnb services. Also, number of monthly bookings can give an indirect idea of hosts’ satisfaction levels.