Case Study: Kuoni achieves 43% response rate and rapid issue resolution with CustomerGauge

Kuoni - Customer Case Study

Kuoni, a luxury travel company founded in 1906, partnered with CustomerGauge in 2012 to roll out an NPS-based Customer Love campaign. Although many respondents were promoters, some still reported service issues; Kuoni needed a system to identify those cases and respond quickly to protect advocates and sustain word-of-mouth bookings.

CustomerGauge’s NPS platform and Firefighting/close-loop tools let Kuoni automate surveys, fine-tune rules and escalate issues so customers were contacted within 48 hours. Response rates climbed to 43% in key markets and Kuoni recorded a 91% correlation between NPS trend and booking frequency, strengthening relationships and supporting repeat bookings.

Kuoni

Thomas Walder

Head of Marketing Systems and Process Management