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Business case
Executive summary
Companies are bound to fight competition now a days as number of competitors are growing at fast pace in market along with increase in demand of customers. Customers are way more active than before as they have started to co-create value actively for business. One of the methods to increase competitiveness is customer satisfaction. Higher the customer satisfaction, higher will be customer loyalty thus giving competitive edge and high revenue to business. This paper deals with the customer satisfaction enhancement, especially with the importance of handling and responding to the customer queries in the Airbnb. For excellent customer satisfaction, organization must consistently manage the customer relationship which requires fast and efficient response to the complaints and queries of the customers. The purpose of this study is to study the problem followed by several options and recommendations to solve the problem. Further, the chosen option is detailed out with cost and benefit analysis along with clarifying and highlighting how the chosen option that is software upgrade would help to enhance the customer satisfaction by improving the customer service as a whole.
Introduction
Airbnb, a website that earns business by imposition of charges on guests as well as hosts for the rental stay of them for short duration in homes or private apartments that are book through their website. It was founded in 2008 wherein a prototype was initiated in San Francisco that expanded rapidly later on over the whole world. This service came up as blessing for all the travelers because it offered non-traditional, low cost accommodations to them. Also, it helped homeowners to earn with the help of renting their apartments or homes (Daniel Guttentag, 2015). But over the time, the performance has declined due to several factors such as negative impact on local cost of housing in area, impact on the residential neighbor’s life quality, employment quality degradation in hospitality industry along with local government ability to enforce the taxes collection and the municipal codes for this (Zervas, Proserpio & Byers, 2015). All this, resulted in lower customer satisfaction towards the services from company which needs to be worked out as early as possible to hold a grip on business and survive market competition.
Statement of problem
Customer satisfaction is low with Airbnb’s services primarily because the customer query takes time to get resolved.
Analysis
Current issue faced by Airbnb is that Customer queries are not acknowledged and solved at earliest in Airbnb due to inability of existing software to notify and auto-respond to the customer which sometimes result in delay towards response to customer leading to lower customer satisfaction. Existing software records the complain from the customer end but does not direct it to the relating host and requires manual directing of the complaint to the associated host which is time consuming,...