EMS customers deserve excellent service when sending items internationally. Each year EMS Cooperative members’ customer service performance is measured. Only when EMS member postal operators achieve the high-standards set out in the EMS Cooperative's Business Plan will they receive an EMS customer care award in recognition of the quality of their customer service call centre.
The Cooperative's EMS Customer Care Awards recognise and reward outstanding EMS service.
Congratulations to the 2022 EMS customer care award winners
The customer care system, i-Care, was successfully launched in July 2020 as a centralized UPU-owned solution and the sole customer care system to be used for EMS-related inquiries. The evaluation of the i-Care 2022 data and eligibility criteria resulted in the following list of the member operators that provided excellent customer care in 2022.
The 2022 customer care award winners (ranking based on customer service response quality) are:
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1. Benin |
9. Myanmar |
16. Bangladesh |
2022 EMS Customer Care Awards winners
EMS Customer Care awards criteria 2021-2022
Criteria
Based on customer care performance over the preceding year, EMS operators are eligible for an EMS customer care award in recognition of the quality of their customer service call centres.
To be eligible for an EMS customer care award, candidates must meet all the following criteria:
- Member of the EMS Cooperative;
- Operating the customer care system each month of the year;
- Replying on time: 98% (or higher);
- As requesting and replying partners, inquiry resolution after first level: 70% (or higher);
- Workflows, requested and replied, resolved within 15 working days: 90% (or higher);
- Average time to open requests and replies received: three working hours (or less);
- Have no outstanding inbound inquiries.
Ranking
Customer service response quality is a combination of three performance indicators, whose weighted value is used to gain an overall score to rank the operators. Indicators:
- On-time reply: weighted criteria = 50%
- Inquiry resolution after first level of reply: weighted criteria = 25%
- Workflow resolution within 15 working days: weighted criteria = 25%
- Customer service response quality: weighted criteria = 100%
EMS customer care award criteria 2023
Based on customer care performance over the preceding year, EMS operators are eligible for an EMS customer care award in recognition of the quality of their customer service call centres.
Eligibility criteria 2023
To be eligible for an EMS customer care award in 2023, candidates must meet the following criteria:
- Member of the EMS Cooperative;
- Operating the EMS customer service system each month of the year;
- Replying on time: 98% (or higher);
- As requesting and replying partners, inquiry resolution after first level: 73% (or higher);
- Workflows, sent and replied to, resolved within 10 working days: 92% (or higher);
- Average time to open requests and replies received: 3 working hours (or less);
- Have no outstanding inbound inquiries.
Only those EMS Cooperative members that meet all the criteria will be eligible for an award.
Ranking
Customer service response quality (CSRQ), a key performance indicator and ranking criterion for customer service, remains a combination of three performance indicators, whose weighted value below is used to gain an overall score to rank operators:
- On-time reply: weighted criteria = 50%
- Inquiry resolution after first level of reply: weighted criteria = 25%
- Workflow resolution within 10 working days: weighted criteria = 25%
- Customer service response quality: weighted criteria = 100%
Previous winners
2021
- Bahrain
- China (People's Rep.)
- United Arab Emirates
- Macao (China)
- Qatar
- Mauritius
- Singapore
- Algeria
- Ghana
- Slovenia
- Egypt
- Cambodia
- Latvia
- Viet Nam
- Norway
- Bhutan
- Madagascar
- Cape Verde
- Georgia
- Benin
- Saudi Arabia.
2020
- Algeria
- Bhutan
- Bulgaria (Rep.)
- Cambodia
- Cape Verde
- China (People’s Rep.)
- Egypt
- Georgia
- Macao, China
- Malaysia
- North Macedonia
- Norway
- Saudi Arabia
- Singapore
- Viet Nam.
2019
- Algeria
- Azerbaijan
- Belarus
- Bhutan
- Burundi
- Cambodia
- China (People's Rep)
- Georgia
- Hong Kong, China
- Italy
- Korea (Rep)
- Macao, China
- Mongolia
- Samoa
- Saudi Arabia
- Thailand
- United Arab Emirates
- Viet Nam.
2018
- Algeria
- Azerbaijan
- Bulgaria (Rep.)
- Cambodia
- China (People’s Rep.)
- Georgia
- Ghana
- Hong Kong (China)
- Korea (Rep.)
- Luxembourg
- Macao (China)
- Madagascar
- Mongolia
- Paraguay
- Samoa
- Saudi Arabia
- Singapore
- Thailand
- Togo
- United Arab Emirates
- Viet Nam.
2017
- Azerbaijan
- Cambodia
- Cameroon
- China (People’s Rep.)
- Ghana
- Hong Kong (China)
- Korea (Rep.)
- Luxembourg
- Macao (China)
- Madagascar
- Mauritius
- Singapore
- Thailand
- Viet Nam
- United Arab Emirates.
2016
Cambodia; Luxembourg; Romania - small group award
Macao (China); Korea (Rep.); Singapore; Thailand; Viet Nam - medium group award
China (People’s Rep.) - large group award
2015
Mauritius; Iceland - small group award
Kenya; Korea (Rep.); Singapore - medium group award
2014
Poland - small group award
United Arab Emirates - medium group award
Japan - large group award
2013
Azerbaijan - medium group award
Hong Kong (China)- medium group award
Japan - large group award
2021 EMS Customer Care Awards winners
2020 EMS customer care award winners
2019 EMS customer care award winners
2018 EMS customer care awards
