Turo

Guest Happiness Productization

Overview

Guest Happiness Productization means bringing the success and learnings from the Guest Happiness
Initiative into the Turo product itself – our customer-facing mobile app and web experiences. Not only will
this solidify the Guest Happiness Guarantee as part of the Turo brand and what guests expect, but it will
take the burden off of CS agents as the volume of guests taking advantage of Guest Happiness increases.
Guest Happiness Productization contains two overall features:

1. Automated Travel Credit: Travel Credit equal to the difference between the original trip price and the
rebooked trip price is automatically applied to the guest’s account in the product.

2. Guidance on Guest Happiness: Consistent branded messaging in-product to guests on the Guest
Happiness Guarantee from search to checkout to potential cancelation. Also, potential for integrated
flows to help a guest rebook.

Final deliverables

Notable metrics

→ +32% increased viewed the rebooking
→ +21% more rebooking via the rebooking flow.
→ +2.3% higher on email rebooking rates than the control

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