Juechi Zhou

…. Reviews thus form the raw material that we can collect and then surface to users on our platform. This is one of our most important data products; we refer to it as our reputation system.

…hese efforts is through retention — the likelihood that a guest or host uses Airbnb more than once. This isn’t a direct measure of trust, but the more people come to trust Airbnb, the more likely they may be to continue using our service, so there’s likely a correlation between the two. Evaluating customer support through this lens makes a clear case for its value: if a guest has a neg…