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Customer care - the heart of EMS

2020 EMS Customer Care Awards winners

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 2020 EMS Customer Care Award Winners

The new customer care system, i-Care was successfully launched in July 2020 as a centralized UPU-owned solution, the sole customer care system to be used for EMS-related inquiries. At its September 2020 meeting the EMSC Board agreed to base the 2020 EMS customer care awards on the results of the i‑Care system from 1 September to 31 December 2020. Based on the EMS customer care award criteria for 2017–2020, the 2020 customer care award winners are:

  1. Algeria
  2. Bhutan
  3. Bulgaria (Rep.)
  4. Cambodia
  5. Cape Verde
  6. China (People’s Rep.)
  7. Egypt
  8. Georgia
  9. Macao, China
  10. Malaysia
  11. North Macedonia
  12. Norway
  13. Saudi Arabia
  14. Singapore
  15. Viet Nam.

2019 EMS Customer Care Awards winners

EMS Customer Care awards 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: 

  1. Member of the EMS Cooperative;
  2. Operating the customer care system each month of the year;
  3. Replying on time: 98% (or higher); 
  4. As requesting and replying partners, inquiry resolution after first level: 70% or higher);
  5. Workflows, requested and replied, resolved within 15 working days: 90% (or higher);
  6. Average time to open requests and replies received: three working hours (or less);
  7. Have no outstanding inbound inquiries.

For customer service performance see the customer service reports


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%

Previous winners


  1. Algeria
  2. Azerbaijan
  3. Belarus
  4. Bhutan
  5. Burundi
  6. Cambodia
  7. China (People's Rep)
  8. Georgia
  9. Hong Kong, China
  10. Italy
  11. Korea (Rep)
  12. Macao, China
  13. Mongolia
  14. Samoa
  15. Saudi Arabia
  16. Thailand
  17. United Arab Emirates
  18. Viet Nam.


  1. Algeria
  2. Azerbaijan 
  3. Bulgaria (Rep.)
  4. Cambodia
  5. China (People’s Rep.)
  6. Georgia
  7. Ghana
  8. Hong Kong (China)
  9. Korea (Rep.)
  10. Luxembourg
  11. Macao (China)
  12. Madagascar
  13. Mongolia
  14. Paraguay
  15. Samoa
  16. Saudi Arabia
  17. Singapore
  18. Thailand
  19. Togo
  20. United Arab Emirates
  21. Viet Nam.


  1. Azerbaijan
  2. Cambodia
  3. Cameroon
  4. China (People’s Rep.)
  5. Ghana
  6. Hong Kong (China)
  7. Korea (Rep.)
  8. Luxembourg
  9. Macao (China)
  10. Madagascar
  11. Mauritius
  12. Singapore
  13. Thailand
  14. Viet Nam
  15. United Arab Emirates.

Cambodia; Luxembourg; Romania - small group award
Macao (China); Korea (Rep.); Singapore; Thailand; Viet Nam - medium group award
China (People’s Rep.) - large group award


Mauritius; Iceland - small group award
Kenya; Korea (Rep.); Singapore  - medium group award

Poland - small group award
United Arab Emirates - medium group award
Japan - large group award

Azerbaijan - medium group award
Hong Kong (China)- medium group award
Japan - large group award

2018 EMS Customer Care Awards