We Care: Launch of Our Customer Satisfaction Survey

We Care: Launch of Our Customer Satisfaction Survey

In light of our commitment to excellence and continuous improvement, we are excited to share that today we are launching a new tool to measure the satisfaction of our DMC Customers with our Customer Service: the Customer Satisfaction Survey (CSAT).

With the introduction of the CSAT, we will be in a position to better understand our DMC customers’ requirements and subsequently offer a greater customer service experience that meets and exceeds their expectations.

How Will the CSAT Work? It's Easy & Quick!

  • After interacting with the Customer Service team, Tour Leaders will receive a link to a short survey, via email or on Tico Chico (our flagship mobile app for Tour Leaders), asking them to grade the quality of the service received.
  • The Customer Service team will continuously monitor and analyse the data and upgrade its services accordingly.

You Can Trust Our Premier DMC Customer Service

Our world-class Customer Service team goes the extra mile to make sure that our customers’ experience with us is nothing but a pleasant one. Our experts are trained in handling all types of requests and can solve any problem they may have! Here are some facts about our Customer Service:

  • 50,000+ groups handled each year.
  • Customer Service in Destinations offices between 6 – 21 working hours.
  • 24/7 Customer Service for after-hours & weekend.
  • Emergency support and procedures.
  • Our own personalized Tour Leader phone application with up-to-date itinerary info, contact details and more, TicoChico!

Get to Know Our DMC Customer Service Team

Dorosthy Teng, Head of Customer Support Delivery

Dorosthy, based in London, has been in the company for 25 years and leads a team of nine. She loves the feeling of helping somebody solve a problem. Most of all, she appreciates the difference her team makes in an emergency situation- that is when the Customer Service team gives its best.


Susana Gutierrez, Customer Support Manager Iberia

Susana is located in Madrid and has 12 years of experience at Kuoni Tumlare. She has four dedicated customer service members in her team. She says "I love being able to make connections and assist our customers. It is a great feeling ending calls with happy satisfied customers."


Carl Edwards, Customer Support Manager Italy

Rome-based with 12 years of experience, Carl leads a team of eight. He really enjoys being able to combine his communication, problem solving and leadership skills. He knows his team makes the difference for our customers and is proud of the excellent work they do!


Maiko Vannier, Customer Support Manager France

Maiko is a Paris-based CS Manager who has been with the company for 17 years. She leads a team of seven and what she loves the most about her job is the feeling of customers enjoying their trip and creating great memories.


Jamie Wang, Customer Support Manager Germany

With nine years of experience and being the leader of a team of seven in Germany, Jamie and her team are keen on making sure each and every one of their clients love and enjoy their experiences.


Atsuko Kagami, Customer Support Manager Switzerland

With a record-breaking of 30 years of experience, Atsuko is a skilled leader located in Zürich. Everything she does is in line with our Partners' expectations.


For more about our Destination Management offering please go to: https://www.kuonitumlare.com/destination-management