Sustainability Results Report

Evolution and Results 2024 – 2025

Report prepared in January 2026

Ecuador Emotions

At Ecuador Emotions, sustainability is a management system applied across all areas of our operations. During 2025, the actions implemented generated measurable improvements in traveler experience and service quality.

The overall average satisfaction score increased from 4.14 in 2024 to 4.40 in 2025, demonstrating positive progress across most evaluated categories.

Comparative Results 2024 vs 2025
Value
0.0
2.5
5.0
7.5
10.0
12.5
15.0
17.5
20.0
2024
2025
Global Average
Ecuador Score
Ecuador % Dissatisfaction

1. Reduction in Dissatisfaction Levels

One of the most significant results of 2025 was the reduction in dissatisfaction levels in mainland Ecuador:

Indicator 2024 2025 Variation
Ecuador – Score 4.24 4.83 +0.59
Ecuador – % Dissatisfaction 20% 2.86% -17.14 pp
Global Category Average 4.14 4.40 +0.26

The reduction from 20% to 2.86% represents:

  • A reduction of more than 85% in relative terms.
  • The lowest dissatisfaction level recorded in our recent monitoring system.
  • Evidence of structural improvement in operational processes, communication, and supplier selection.

2. Improvement in Key Categories

In 2025, improvements were recorded in 9 out of 10 evaluated categories.

Most Significant Increases

Category 2024 2025 Variation
Travel Documents 4.12 4.56 +0.44
Hidden Gems Suggestions 3.79 4.23 +0.44
Cultural Insights 4.00 4.40 +0.40
Transportation & Logistics 4.24 4.60 +0.36
Pricing 3.88 4.23 +0.35
Special Touches 3.54 3.84 +0.30

The highest-rated categories in 2025 were:

  • Reactivity: 4.79
  • Security & Comfort: 4.79
  • Transportation & Logistics: 4.60

3. Actions Implemented that Generated the Results

Comprehensive Improvement of Documentation and Information

During 2025, a complete optimization of the documents sent to passengers was carried out:

  • More clearly structured programs.
  • Accurate and verifiable destination information.
  • Detailed accommodation descriptions.
  • Clearly specified inclusions and exclusions.
  • Contextualized practical recommendations.

Observed Impact:

  • Increase in Travel Documents (+0.44).
  • Reduction of incidents associated with lack of information.
  • Greater alignment between expectations and actual experience.

Greater Focus on Local Communities

The integration of local communities was strengthened through:

  • Inclusion of activities managed by community stakeholders.
  • Priority inclusion of local experiences in itineraries.
  • Greater cultural contextualization during trip preparation.

Observed Impact:

  • Increase in Cultural Insights (+0.40).
  • Improvement in Hidden Gems (+0.44).
  • Greater perceived authenticity in the traveler experience.

Diversification with Sustainable Transportation Options

Lower environmental impact mobility alternatives were incorporated whenever destinations allowed, including:

  • Route optimization to reduce unnecessary travel.
  • Integration of sustainable local mobility options.

Observed Impact:

  • Improvement in Transportation & Logistics (+0.36).
  • Greater operational efficiency.
  • Consistency between commercial proposals and sustainability criteria.

Responsible Supplier Management

During 2025:

  • Suppliers were evaluated under sustainability criteria.
  • Greater visibility was given to responsible suppliers.
  • They were prioritized as primary operational options.

Observed Impact:

  • Improvement in value perception (Pricing +0.35).
  • Greater consistency in the overall customer experience.
  • Strengthening of the responsible supply chain.

Continuous Training

The team continuously participates in training programs related to responsible tourism, sustainable management, and destination updates. Likewise, key suppliers and collaborators are involved in sustainability training processes.

Observed Impact:

  • Reactivity: 4.79.
  • Improved operational coordination.
  • Reduction in errors and incidents.

Feedback and Monitoring System

The systematic evaluation of passenger experience allows us to:

  • Adjust itineraries and services.
  • Identify improvement opportunities.
  • Implement corrective actions when necessary.

The improvement recorded in 2025 is a direct result of this structured monitoring system.

4. Industry Participation and Certification

During 2025, we participated in tourism sustainability summits, specialized forums, and industry spaces focused on sharing best practices.

In addition, we obtained the TourCert certification, awarded to tourism companies that implement a comprehensive sustainable management system based on environmental, social, and governance criteria, with measurable indicators and continuous improvement.

This certification supports the technical strength and formalization of our management model.

Conclusion

The comparative analysis for 2024–2025 confirms measurable improvements in the main performance indicators linked to our sustainability management. The significant reduction in dissatisfaction and the increase across evaluated categories demonstrate that the implemented measures have generated real and measurable impact.

Our management model is based on systematic monitoring, periodic evaluation, and decision-making supported by verifiable data, ensuring consistency between strategic planning and operational execution.