Post Booking Score (PBS) is a binary customer satisfaction metric gathered from the user after a hotel is booked on Hotwire.com as shown in figure 1.
Fig. 1 – Post booking score is the user response to the question “How do you feel about your deal?”
The user responds with a smiley face if he/she is happy with the deal purchased, or with a sad face otherwise. It is collected immediately after a user books a hotel via a hot-rate…