Case Study: Kuoni (multi‑award winning travel operator) achieves 48‑hour issue resolution and 43% survey response rates with CustomerGauge

Travelling the Extra Mile for a Great Customer Experience

Kuoni, a Swiss multi‑award‑winning travel operator, wanted to move beyond periodic satisfaction measures and capture real‑time customer feedback to improve products and retail processes while strengthening loyalty. The challenge was to gather actionable, enterprise‑level insights and close the loop quickly on issues raised — even by loyal Promoters — so that service recovery and continuous improvement could be embedded across the organisation.

Kuoni implemented the Net Promoter System with CustomerGauge, supported by an internal change campaign ("Kuoni Customer Love"), two-stage post‑booking/post‑trip surveys, and training for decision‑makers. Surveys feed into a Firefighting escalation tool that contacts customers within 48 hours (including Promoters), pilots process changes in high‑response retail outlets, and shares results via dashboards and signage. The program achieved a 43% average response rate, a 91% correlation between booking frequency and NPS, and is being expanded to other markets such as India.

Kuoni

Thomas Walder

Head of Marketing Systems and Process Management