In 2025, two concierge teams — one in Bali, one in Goa — went up against 10,000 companies in a rigorous global customer service benchmark. Both came out among the world’s elite. It’s the kind of outcome that reflects the consistency and rigour that has defined Karma Group for its three decades and more of operation. It’s an achievement we’re hugely proud of – because Karma’s investment in service has always been in earnest rather than a performative act. It’s the substance that matters – and it’s our Members, Owners and guests who define it. And it is Karma Concierge that quietly and consistently performs at the highest levels, building real, lasting relationships with the global Karma family. But let’s get back to last year’s global customer service contest…
The LiveHelpNow Challenge evaluates across 50 separate criteria — response times, resolution rates, satisfaction scores — the unglamorous machinery behind genuinely exceptional support. To rank at the top of that field, from resort towns rather than corporate headquarters, says something important about where real service culture actually takes root. It grows, apparently, in places where people chose the work because they’re good at it, not because it was the only option.
What drives Karma Concierge Global is a restless, iterative approach to the Member relationship — one that treats feedback not as a performance metric but as a design brief. When Members suggest a property worth adding to the portfolio, or flag friction in a booking journey, the response isn’t a politely worded acknowledgement. It’s action. Destinations are explored, resort acquisitions initiated. Apps and website are designed and redesigned. The loop between insight and delivery closes with efficiency, speed and conscientiousness.
When global travel patterns fractured, the team pivoted rather than waited — identifying premium domestic resorts and curated local experiences that kept members engaged and the value proposition intact. It was less a contingency plan than an expression of character: a team that reads changing circumstances as an invitation to be useful rather than a reason to stall.
Technology has been woven into this seamlessly rather than bolted on. Proprietary system integrations now underpin a communications architecture that reaches members across WhatsApp, live chat, and integrated digital forms — an always-on, low-friction environment that reflects how people actually want to be reached in 2025. The infrastructure is sophisticated. The experience feels effortless. That gap between the two is where the real work happens.
In an industry that talks endlessly about personalisation while delivering templates, Karma Concierge Global has done something more demanding: built the systems, developed the people, and created the conditions that make genuine care possible at scale. The Bali and Goa teams didn’t win a global service award by accident. They won it because someone, somewhere along the line, decided that how you answer a question matters — and then built an entire operation around proving it.
