Day 5 revision

It is a tool widely used by companies. We use it to determine the users' experience, satisfaction, and brand loyalty based on their interaction with the Support Ambassadors. 

• NPS

• Love score

• SPD

The NPS survey is sent 24 hours after a ticket is closed unless the user has received a survey in the past 60 days. The survey expires after 30 days.

• True

• False

The NPS survey consists of a single question that measures the possibility of users referring Airbnb to others.

• True

• False

Promoters: This includes users who rate a 7 or 8 and are happy with Airbnb’s services. They are extremely likely to recommend Airbnb to people in their social or professional circles.

• True

• False

Detractors: This includes users who rate a ------ and below and will most likely not recommend Airbnb to their family and friends.

LS measures your behavior and empowers you to provide exceptional service and be recognized for it.

• True

• False

this evaluates your efficiency by determining how many tickets you have solved by the end of the day. The more tickets you solve within the standard working hours and the more users you help, the higher will be your SPD.

• SPD

• LS

• NPS

It is another metric to evaluate your efficiency. It measures the average time you spend on processing each ticket before closing it

• THT

• NPS

• LS

your reservation is automatically confirmed when you Use this reservation button

• Instant Book

• request to book

• awaiting payment

The trip request was accepted, but the guest's payment hasn’t gone through. The reservation can’t be confirmed until payment is complete, so they have 24 hours to update their payment information. Otherwise, the reservation will be canceled without penalty.

• Awaiting payment

• Instant booking

• Checkpoint

• Accepted