Communication framework that delivers difficult news to partners

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Description

This project focuses on automating the delivery of bad news to partners regarding two key performance aspects: revenue and review contribution. Using Thea, partners will be proactively notified of underperformance, such as a listing suspension due to bad reviews or failure to meet revenue targets based on the business plan. This proactive approach is designed to maintain transparency and trust with our partners.

Problem

Partners are often unaware of underperformance issues with their listings until it significantly impacts their business, leading to dissatisfaction and a potential loss of trust. Without timely communication, partners may be caught off guard by issues such as low review ratings or unmet revenue targets, resulting in strained relationships.

Solutions

Revenue Notifications

• Partners will be notified if their popularity of listing is dropping. Listing popularity dropping are indicated with 2 factors (weekly booking pace less than 2 and next occupancy rate >= 40%)
• Partner will be notified if available time is not enough to fill the target signed.

Review Notifications

• Partners will be notified if their listing is suspended due to receiving a bad review.
• Partners will be notified if they receive three consecutive bad reviews, defined as an overall rating below 5 stars with bad score on sentiment
• Partners will be notified if they receive overall rating of 1 star

Automated Notification via Thea

Thea will automatically fetch the relevant data and notify partners when their performance in either revenue or reviews falls below the thresholds.

Measurement Metrics

• Performance Tracking: Thea will accurately fetch properties with underperformance in both review and revenue.
• Notification Accuracy: Thea will deliver bad news notifications based on real-time data, ensuring that partners are informed of issues immediately.

SLA (Service Level Agreement)

• Data Accuracy: Thea will accurately fetch properties underperforming in reviews and revenue with a 100% success rate.
• Timely Notifications: Thea will forward bad news notifications to partners immediately upon identifying underperformance, ensuring real-time communication.
• Notification Accuracy: Thea will deliver accurate notifications 100% of the time based on real performance data.

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user feedback:

• quarterly much better
• below 5 stars with bad sentiment
• provide actionable

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revenue calculation: https://docs.google.com/spreadsheets/d/16YhzPTSXQRZfpQ4m8Gg9kxMP4V2NJAxMPqerzl70j5c/edit?gid=0#gid=0