24
NPS
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Airbnb is ranked #19 in Top Brands for MillennialsAwards & Recognition
Airbnb is ranked #19 in Top Brands for Millennials
Awards & Recognition
About Airbnb's Brand
"Airbnb is an online marketplace to list, discover, and book rental homes, apartments, and rooms." Airbnb’s brand is ranked #78 in the list of Global Top 100 Brands, a carefully curated list of recognized brands as rated by customers of Airbnb. When compared to other organizations within the Travel and Hospitality industry, Airbnb is ranked #8. Among its major competitors, Airbnb is ranked in 1st place for NPS while Tripadvisor is 2nd, and KAYAK is 3rd. Overall, Airbnb has a neutral social sentiment, when analyzing social media channels and online mentions.Their current valuation is $18.00B
Brand at a Glance
76%
Customer Loyalty
3.7/5
Product Quality
3.5/5
Pricing
3.5/5
Customer Service
Airbnb Ranking
- #78 / 100 in Global Best Brands
- #19 in Top Brands for Millennials
- #35 in Top Brands for Gen Z
- #8 in Travel and Hospitality
- #1 / 4 of its competitors
Airbnb NPS
Airbnb's Net Promoter Score (NPS) is a 24 with 51% Promoters, 22% Passives, and 27% Detractors. Net Promoter Score tracks whether Airbnb's customers would recommend using the product based on a scale of -100 to 100.
Airbnb Overall NPS
| 51% | Promoters |
|---|---|
| 22% | Passives |
| 27% | Detractors |
Airbnb NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2025 22 | Jun 2025 | 22 |
Jul 2025 22 | Jul 2025 | 22 |
Aug 2025 22 | Aug 2025 | 22 |
Sep 2025 22 | Sep 2025 | 22 |
Oct 2025 22 | Oct 2025 | 22 |
Nov 2025 22 | Nov 2025 | 22 |
Dec 2025 22 | Dec 2025 | 22 |
Jan 2026 22 | Jan 2026 | 22 |
Feb 2026 22 | Feb 2026 | 22 |
Mar 2026 22 | Mar 2026 | 22 |
Apr 2026 22 | Apr 2026 | 22 |
May 2026 22 | May 2026 | 22 |
How Other Brands Compare
Airbnb is ranked first for NPS among its competitors. Tripadvisor and KAYAK come in second and third, with Booking.com coming in at #4. Among those competitors, it is the most valued company behind Booking.com.
 Airbnb |  Tripadvisor |  KAYAK |  Booking.com | |
| Global Ranking | #78 | #369 | #422 | #588 |
| NPS | 24 | 23 | 8 | -1 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $18.00B | $4.86B | - | $97.57B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Airbnb NPS by Gender
Female customers rated Airbnb's NPS 12 points higher than Male customers.
Male
7
Airbnb's NPS was rated 7 by Male customers on Comparably.
44%
Promoters
19%
Passives
37%
Detractors
Female
19
Airbnb's NPS was rated 19 by Female customers on Comparably.
49%
Promoters
21%
Passives
30%
Detractors
Airbnb NPS by Ethnicity
Airbnb's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -20 | Caucasian | -20 |
Hispanic or Latino 33 | Hispanic or Latino | 33 |
African American/Black 26 | African American/Black | 26 |
Asian or Pacific Islander 35 | Asian or Pacific Islander | 35 |
Native American 33 | Native American | 33 |
Other 12 | Other | 12 |
Airbnb NPS by Age
Airbnb's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
Airbnb NPS by Usage
Airbnb's NPS was rated the highest by customers who have used Airbnb's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 3 | Less than 1 Year | 3 |
1 to 2 Years 21 | 1 to 2 Years | 21 |
2 to 5 Years 26 | 2 to 5 Years | 26 |
5 to 10 Years 10 | 5 to 10 Years | 10 |
Over 10 Years -38 | Over 10 Years | -38 |
Airbnb NPS vs. Competitors
Compared to its competitors, Airbnb's NPS is rated right above Tripadvisor.
| COMPANY | NPS Score | |
|---|---|---|
| Airbnb | 24 |
| Tripadvisor | 23 |
| KAYAK | 8 |
 | Expedia Group | 5 |
| Booking.com | -1 |
 | Agoda | -11 |
 | Vrbo | -88 |
Airbnb NPS vs Companies in Travel and Hospitality
In the Travel and Hospitality industry, Airbnb's NPS is rated right above Chipotle, and is preceded by Starbucks.
| COMPANY | NPS Score | |
|---|---|---|
 | In-N-Out Burger | 62 |
 | Southwest Airlines | 47 |
 | Delta Air Lines | 43 |
 | Ritz-Carlton | 36 |
 | Starbucks | 30 |
| Airbnb | 24 |
 | Chipotle | 16 |
 | Dunkin' | 11 |
Airbnb Customer Reviews
Out of the 124 Airbnb customer reviews 82 were positive and 42 were constructive. Airbnb customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Airbnb Customer Loyalty
76%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
76% of Airbnb users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Airbnb Customer Loyalty Score by Gender
Female customers rated Airbnb's Customer Loyalty score 6% higher than Male customers.
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Male
72%
Yes
Female
78%
Yes
Airbnb Customer Loyalty Score by Ethnicity
Airbnb's Customer Loyalty score was rated the highest by Native American customers, and the lowest by Other customers.
% who answered "Yes"
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71
out of 100
Caucasian
77
out of 100
Hispanic or Latino
85
out of 100
African American/Black
78
out of 100
Asian or Pacific Islander
100
out of 100
Native American
69
out of 100
Other
Airbnb Customer Loyalty Score by Age
Airbnb's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 75% | 18-25 | 75% |
26-30 84% | 26-30 | 84% |
31-35 77% | 31-35 | 77% |
36-40 76% | 36-40 | 76% |
41-45 74% | 41-45 | 74% |
46-50 73% | 46-50 | 73% |
51-55 77% | 51-55 | 77% |
56-60 74% | 56-60 | 74% |
61-65 70% | 61-65 | 70% |
66+ 66% | 66+ | 66% |
Airbnb Customer Loyalty Score by Usage
Airbnb's Customer Loyalty score was rated the highest by customers who have used Airbnb's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Airbnb Customer Loyalty Score by Industry
Airbnb's Customer Loyalty score was rated the highest by Beverage, Wine and Spirits industry customers, and the lowest by Semiconductors industry customers.
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Airbnb Customer Loyalty vs. Competitors
Compared to its competitors, Airbnb's Customer Loyalty score is rated right above Expedia Group.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Airbnb | 76% |
| Expedia Group | 70% |
| Tripadvisor | 69% |
| KAYAK | 68% |
| Booking.com | 68% |
| Agoda | 66% |
| Vrbo | 63% |
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Customer Loyalty for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Airbnb's Customer Loyalty score is rated right above Chipotle, and is preceded by Starbucks.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| In-N-Out Burger | 88% |
| Southwest Airlines | 85% |
| Delta Air Lines | 84% |
| Dunkin' | 80% |
| Ritz-Carlton | 80% |
| Starbucks | 78% |
| Airbnb | 76% |
| Chipotle | 76% |
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Airbnb Product Quality
3.7/5
Airbnb has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Airbnb Product Information
Airbnb’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Consumer Goods industry rated Airbnb's product the highest. Reviewers from the Logistics and Supply Chain industry rated Airbnb the lowest at 3.9.
- Website
- http://www.airbnb.com
- Company Size
- 5,001-10,000 Employees
Industry
Hospitality
Quick Insights into Airbnb Product Quality
Airbnb's Product Quality score was rated highest by customers from the Consumer Goods industry, and rated lowest by customers from the Manufacturing and Machinery industry.
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Ranked Airbnb Product Quality the Highest
Ranked Airbnb Product Quality the Lowest
Airbnb Product Quality Score by Gender
Female customers rated Airbnb's Product Quality score 0.1 stars higher than Male customers.
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Male
3.4/5
Female
3.5/5
Airbnb Product Quality Score by Ethnicity
Airbnb's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
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2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Native American 3.9 | Native American | 3.9 |
Other 3.3 | Other | 3.3 |
Airbnb Product Quality Score by Age
Airbnb's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3.9 | 31-35 | 3.9 |
36-40 3.5 | 36-40 | 3.5 |
41-45 3.1 | 41-45 | 3.1 |
46-50 2.6 | 46-50 | 2.6 |
51-55 2.6 | 51-55 | 2.6 |
56-60 2.4 | 56-60 | 2.4 |
61-65 2 | 61-65 | 2 |
66+ 2 | 66+ | 2 |
Airbnb Product Quality Score by Usage
Airbnb's Product Quality score was rated the highest by customers who have used Airbnb's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Airbnb Product Quality Score by Industry
Airbnb's Product Quality score was rated the highest by Consumer Goods industry customers, and the lowest by Manufacturing and Machinery industry customers.
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Airbnb Product Quality vs. Competitors
Compared to its competitors, Airbnb's Product Quality score is rated right above Agoda, and is preceded by Tripadvisor.
| COMPANY | Product Quality Score | |
|---|---|---|
| Tripadvisor | 4/5 |
| Airbnb | 3.7/5 |
| Agoda | 3.6/5 |
| KAYAK | 3.4/5 |
| Expedia Group | 3.2/5 |
| Booking.com | 3.1/5 |
| Vrbo | 1.5/5 |
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Product Quality for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Airbnb's Product Quality score is rated right above Dunkin', and is preceded by Chipotle.
| COMPANY | Product Quality Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Starbucks | 4.1/5 |
| Delta Air Lines | 4.1/5 |
| Southwest Airlines | 4.1/5 |
| Ritz-Carlton | 4/5 |
| Chipotle | 3.8/5 |
| Airbnb | 3.7/5 |
| Dunkin' | 3.6/5 |
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Airbnb Pricing
Airbnb ROI & Value For Money
3.5/5
Airbnb has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Airbnb Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Consumer Goods industry. The users from the Government and Public Policy industry think that they had the lowest ROI from Airbnb.
Quick Insights into Airbnb ROI
Airbnb's ROI score was rated highest by customers from the Consumer Goods industry, and rated lowest by customers from the Government and Public Policy industry.
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Ranked Airbnb ROI the Highest
Ranked Airbnb ROI the Lowest
Airbnb ROI Score by Gender
Female customers rated Airbnb's ROI score 0.2 stars higher than Male customers.
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Male
3.2/5
Female
3.4/5
Airbnb ROI Score by Ethnicity
Airbnb's ROI score was rated the highest by Native American customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Hispanic or Latino 3.4 | Hispanic or Latino | 3.4 |
African American/Black 3.6 | African American/Black | 3.6 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Native American 3.9 | Native American | 3.9 |
Other 3.2 | Other | 3.2 |
Airbnb ROI Score by Age
Airbnb's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.8 | 31-35 | 3.8 |
36-40 3.4 | 36-40 | 3.4 |
41-45 3.2 | 41-45 | 3.2 |
46-50 2.6 | 46-50 | 2.6 |
51-55 2.3 | 51-55 | 2.3 |
56-60 2.3 | 56-60 | 2.3 |
61-65 2.6 | 61-65 | 2.6 |
66+ 2.5 | 66+ | 2.5 |
Airbnb ROI Score by Usage
Airbnb's ROI score was rated the highest by customers who have used Airbnb's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Airbnb ROI Score by Industry
Airbnb's ROI score was rated the highest by Consumer Goods industry customers, and the lowest by Government and Public Policy industry customers.
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Airbnb Pricing vs. Competitors
Compared to its competitors, Airbnb's ROI score is rated right above KAYAK, and is preceded by Tripadvisor.
| COMPANY | Pricing Score | |
|---|---|---|
| Tripadvisor | 3.8/5 |
| Airbnb | 3.5/5 |
| KAYAK | 3.4/5 |
| Agoda | 3.3/5 |
| Expedia Group | 3.1/5 |
| Booking.com | 3/5 |
| Vrbo | 1.5/5 |
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ROI for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Airbnb's ROI score is rated right above Chipotle, and is preceded by Starbucks.
| COMPANY | Pricing Score | |
|---|---|---|
| In-N-Out Burger | 4.4/5 |
| Southwest Airlines | 4/5 |
| Delta Air Lines | 3.9/5 |
| Ritz-Carlton | 3.8/5 |
| Starbucks | 3.6/5 |
| Airbnb | 3.5/5 |
| Chipotle | 3.5/5 |
| Dunkin' | 3.4/5 |
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Airbnb Customer Satisfaction (CSAT)
Airbnb Customer Satisfaction (CSAT) Score
72 / 100
Airbnb has an overall Customer Satisfaction score of 72 rated by its users and customers.
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Very Satisfied
36%
Satisfied
36%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
5%
Very Dissatisfied
16%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Airbnb Customer Satisfaction
Airbnb's Customer Satisfaction score was rated highest by customers from the Consumer Goods industry, and rated lowest by customers from the Government and Public Policy industry.
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Ranked Airbnb Customer Satisfaction the Highest
Ranked Airbnb Customer Satisfaction the Lowest
Airbnb Customer Satisfaction Score by Gender
Female customers rated Airbnb's Customer Satisfaction score 5 points higher than Male customers.
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63 / 100
MaleVery Satisfied | 26% | |
|---|---|---|
Satisfied | 37% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 4% | |
Very Dissatisfied | 29% |
68 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 35% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 3% | |
Very Dissatisfied | 23% |
Airbnb Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Airbnb's Customer Satisfaction (CSAT) score was rated 54% according to Caucasian users and customers.
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54 / 100
Very Satisfied
26%
Satisfied
28%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
5%
Very Dissatisfied
37%
CSAT according to Hispanic or Latino
Airbnb's Customer Satisfaction (CSAT) score was rated 69% according to Hispanic or Latino users and customers.
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69 / 100
Very Satisfied
38%
Satisfied
31%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
6%
Very Dissatisfied
23%
CSAT according to African American/Black
Airbnb's Customer Satisfaction (CSAT) score was rated 68% according to African American/Black users and customers.
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68 / 100
Very Satisfied
35%
Satisfied
33%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
4%
Very Dissatisfied
19%
CSAT according to Asian or Pacific Islander
Airbnb's Customer Satisfaction (CSAT) score was rated 93% according to Asian or Pacific Islander users and customers.
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93 / 100
Very Satisfied
34%
Satisfied
59%
Neither Satisfied nor Dissatisfied
1%
Dissatisfied
0%
Very Dissatisfied
6%
CSAT according to Native American
Airbnb's Customer Satisfaction (CSAT) score was rated 60% according to Native American users and customers.
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60 / 100
Very Satisfied
20%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
20%
Very Dissatisfied
0%
CSAT according to Other
Airbnb's Customer Satisfaction (CSAT) score was rated 65% according to Other users and customers.
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65 / 100
Very Satisfied
29%
Satisfied
36%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
3%
Very Dissatisfied
23%
Airbnb Customer Satisfaction Score by Age
Airbnb's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 85% | |||||||||||||||
| 26-30 | 79% | |||||||||||||||
| 31-35 | 84% | |||||||||||||||
| 36-40 | 72% | |||||||||||||||
| 41-45 | 54% | |||||||||||||||
| 46-50 | 49% | |||||||||||||||
| 51-55 | 49% | |||||||||||||||
| 56-60 | 32% | |||||||||||||||
| 61-65 | 28% | |||||||||||||||
| 66+ | 19% |
Airbnb Customer Satisfaction Score by Usage
Airbnb's Customer Satisfaction score was rated the highest by customers who have used Airbnb's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Airbnb Customer Satisfaction Score by Industry
Airbnb's Customer Satisfaction score was rated the highest by Consumer Goods industry customers, and the lowest by Government and Public Policy industry customers.
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{
"title": "Airbnb Customer Satisfaction Score by Industry",
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"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Consulting",
"groupId": 511,
"score": 74,
"stars": 0,
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"scoreClassName": "",
"scoreLabel": 74
},
{
"label": "Consumer Goods",
"groupId": 513,
"score": 100,
"stars": 0,
"csatScore": 100,
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"scoreClassName": "max",
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},
{
"label": "Education",
"groupId": 515,
"score": 74,
"stars": 0,
"csatScore": 74,
"text": "Airbnb's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 74
},
{
"label": "Events Services",
"groupId": 517,
"score": 83,
"stars": 0,
"csatScore": 83,
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"scoreClassName": "",
"scoreLabel": 83
},
{
"label": "Facilities Services",
"groupId": 518,
"score": 100,
"stars": 0,
"csatScore": 100,
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"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 17,
"stars": 0,
"csatScore": 17,
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"scoreClassName": "",
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},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 50,
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"scoreClassName": "",
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},
{
"label": "Hospitality",
"groupId": 523,
"score": 64,
"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Legal",
"groupId": 529,
"score": 43,
"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Travel and Hospitality",
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"scoreClassName": "",
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},
{
"label": "Manufacturing and Machinery",
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"scoreClassName": "",
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},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 84,
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"scoreClassName": "",
"scoreLabel": 84
},
{
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"groupId": 554,
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},
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}
]
}Airbnb Customer Satisfaction vs. Competitors
Compared to its competitors, Airbnb's Customer Satisfaction score is rated right above KAYAK, and is preceded by Tripadvisor.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Tripadvisor | 78% |
| Airbnb | 72% |
| KAYAK | 61% |
| Expedia Group | 55% |
| Booking.com | 54% |
| Agoda | 51% |
| Vrbo | 9% |
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Customer Satisfaction for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Airbnb's Customer Satisfaction score is rated right above Dunkin', and is preceded by Ritz-Carlton.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| In-N-Out Burger | 87% |
| Starbucks | 84% |
| Southwest Airlines | 80% |
| Delta Air Lines | 79% |
| Ritz-Carlton | 79% |
| Airbnb | 72% |
| Dunkin' | 65% |
| Chipotle | 63% |
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Airbnb Customer Service
3.5/5
Airbnb has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Airbnb's Customer Service
Address
888 Brannan Street, San Francisco, CA 94103
Website
http://www.airbnb.com
Phone Number
+1 855-424-7262
Airbnb's Social Links
Quick Insights into Airbnb Customer Service
Airbnb's Customer Service score was rated highest by customers from the Consumer Goods industry, and rated lowest by customers from the Manufacturing and Machinery industry.
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Ranked Airbnb Customer Service the Highest
Ranked Airbnb Customer Service the Lowest
Airbnb Customer Service Score by Gender
Female customers rated Airbnb's Customer Service score 0.1 stars higher than Male customers.
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Male
3.2/5
Female
3.3/5
Airbnb Customer Service Score by Ethnicity
Airbnb's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 3.6 | African American/Black | 3.6 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Native American 3.7 | Native American | 3.7 |
Other 3.3 | Other | 3.3 |
Airbnb Customer Service Score by Age
Airbnb's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
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40
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100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.8 | 31-35 | 3.8 |
36-40 3.4 | 36-40 | 3.4 |
41-45 3 | 41-45 | 3 |
46-50 2.6 | 46-50 | 2.6 |
51-55 2.4 | 51-55 | 2.4 |
56-60 2.3 | 56-60 | 2.3 |
61-65 1.9 | 61-65 | 1.9 |
66+ 1.9 | 66+ | 1.9 |
Airbnb Customer Service Score by Usage
Airbnb's Customer Service score was rated the highest by customers who have used Airbnb's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Airbnb Customer Service Score by Industry
Airbnb's Customer Service score was rated the highest by Consumer Goods industry customers, and the lowest by Manufacturing and Machinery industry customers.
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Airbnb Customer Service vs. Competitors
Compared to its competitors, Airbnb's Customer Service score is rated right above KAYAK, and is preceded by Tripadvisor.
| COMPANY | Customer Service Score | |
|---|---|---|
| Tripadvisor | 3.7/5 |
| Airbnb | 3.5/5 |
| KAYAK | 3.3/5 |
| Agoda | 3.2/5 |
| Expedia Group | 3.1/5 |
| Booking.com | 2.9/5 |
| Vrbo | 1.5/5 |
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Customer Service for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Airbnb's Customer Service score is rated right above Dunkin', and is preceded by Chipotle.
| COMPANY | Customer Service Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.1/5 |
| Starbucks | 4.1/5 |
| Delta Air Lines | 4/5 |
| Ritz-Carlton | 4/5 |
| Chipotle | 3.6/5 |
| Airbnb | 3.5/5 |
| Dunkin' | 3.4/5 |
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Airbnb as an Employer
4.4/5
Airbnb has a 4.4/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Airbnb scored a 24 for Net Promoter Score and a 29 for Employee Net Promoter Score. NPS gauges how likely a customer of Airbnb would recommend the brand to a friend. ENPS measures how likely Airbnb employees would recommend working at Airbnb to a friend.
Net Promoter Score
24
NPS Score
| 51% | Promoters |
|---|---|
| 22% | Passive |
| 27% | Detractors |
Employee Net Promoter Score
29
eNPS Score
| 56% | Promoters |
|---|---|
| 17% | Passive |
| 27% | Detractors |
Global Ranking Snapshot
Airbnb is ranked #78 in the Global Top 100 Brands. It ranks just behind Riot Games and just ahead of Marriott.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
76 |  | LVMH |  | Bernard Arnault | Fashion and Beauty |
77 |  | Riot Games |  | Nicolo Laurent | Media and Entertainment |
78 | | Airbnb | | Brian Chesky | Travel and Hospitality |
79 |  | Marriott |  | Anthony Capuano | Travel and Hospitality |
80 |  | Ubisoft |  | Yves Guillemot | Media and Entertainment |
81 |  | ZoomInfo |  | Henry Schuck | Tech |
82 |  | Toyota |  | Akio Toyoda | Automotive and Transportation |
Travel and Hospitality Ranking Snapshot
Airbnb is ranked #8 in the Travel and Hospitality Industry. It ranks just behind Ritz-Carlton and just ahead of Marriott.
| RANK | COMPANY | Location | |
|---|---|---|---|
6 | | Chipotle | Newport Beach, CA |
7 | | Ritz-Carlton | Chase, MD |
8 | | Airbnb | San Francisco, CA |
9 | | Marriott | Bethesda, MD |
10 |  | Hilton | Mclean, VA |
11 |  | Baskin Robbins | Canton, MA |
12 |  | Uber | San Francisco, CA |
