• EMS

  • Performance Excellence

  • Customer Care Awards

Customer care - the heart of EMS

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 2023 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 2023 data and eligibility criteria resulted in the following list of the member operators that provided excellent customer care in 2023.

The 2023 customer care award winners (ranking based on customer service response quality) are:

1. United Arab Emirates
2. Oman
3. Papua New Guinea
4. Azerbaijan
5. Qatar
6. Benin
7. Saudi Arabia
8. Egypt
9. Macao (China)
10. Madagascar

11. Viet Nam
12. Jordan
13. Bangladesh
14. Algeria
15. Ghana
16. Bahrain
17. Brunei Darussalam
18. Morocco
19. Cambodia

20. Ukraine
21. Mauritius
22. Bhutan
23. Singapore
24. North Macedonia
25. Togo
26. Indonesia
27. Malaysia
28. Ethiopia

2023 EMS Customer Care Awards winners

UAE 2023 EMS Customer Care Award winner Oman 2023 EMS Customer Care Award winner Qatar 2023 EMS Customer Care Award winner Saudi Arabia 2023 EMS Customer Care Award winner Egypt 2023 EMS Customer Care Award winner Macao (China) 2023 EMS Customer Care Award winner Madagascar 2023 EMS Customer Care Award winner Viet Nam 2023 EMS Customer Care Award winner Jordan 2023 EMS Customer Care Award winner Algeria 2023 EMS Customer Care Award winner Bahrain 2023 EMS Customer Care Award winner Brunei Darussalam 2023 EMS Customer Care Award winner Ukraine 2023 EMS Customer Care Award winner Bhutan 2023 EMS Customer Care Award winner Singapore 2023 EMS Customer Care Award winner North Macedonia 2023 EMS Customer Care Award winner Togo 2023 EMS Customer Care Award winner Indonesia 2023 EMS Customer Care Award winner Malaysia 2023 EMS Customer Care Award winner Ethiopia 2023 EMS Customer Care Award winner

Previous winners

2022

The 2022 customer care award winners (ranking based on customer service response quality):

  1. Benin
  2. Togo
  3. Oman
  4. Azerbaijan
  5. Zambia
  6. United Arab Emirates
  7. Algeria
  8. Qatar
  9. Myanmar
  10. Viet Nam
  11. Macao (China)
  12. Cambodia
  13. Singapore
  14. Saudi Arabia
  15. Egypt
  16. Bangladesh
  17. Georgia
  18. Ukraine
  19. North Macedonia
  20. Malaysia
  21. Brunei Darussalam
  22. Kuwait.

2021

  1. Bahrain
  2. China (People's Rep.)
  3. United Arab Emirates
  4. Macao (China)
  5. Qatar
  6. Mauritius
  7. Singapore
  8. Algeria
  9. Ghana
  10. Slovenia
  11. Egypt
  12. Cambodia
  13. Latvia
  14. Viet Nam
  15. Norway
  16. Bhutan
  17. Madagascar
  18. Cape Verde
  19. Georgia
  20. Benin
  21. Saudi Arabia​.

2020

  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

  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.

2018

  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.

2017 

  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.

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

China 2021 EMS Customer Care Award winner UAE 2021 EMS Customer Care Award winner Qatar 2021 EMS Customer Care Award winner Singapore 2021 EMS Customer Care Award winner Algeria 2021 EMS Customer Care Award winner Slovenia 2021 EMS Customer Care Award winner Egypt 2021 EMS Customer Care Award winner Cambodia 2021 EMS Customer Care Award winner Viet Nam 2021 EMS Customer Care Award winner Georgia 2021 EMS Customer Care Award winner Norway 2021 EMS Customer Care Award winner Bhutan 2021 EMS Customer Care Award winner

2022 EMS Customer Care Awards winners

Benin 2022 EMS Customer Care Award winner Togo 2022 EMS Customer Care Award winner Oman 2022 EMS Customer Care Award winner Azerbaijan 2022 EMS Customer Care Award winner UAE 2022 EMS Customer Care Award winner Algeria 2022 EMS Customer Care Award winner Qatar 2022 EMS Customer Care Award winner Myanmar 2022 EMS Customer Care Award winner Viet Nam 2022 EMS Customer Care Award winner Macao (China) 2022 EMS Customer Care Award winner Cambodia 2022 EMS Customer Care Award winner Singapore 2022 EMS Customer Care Award winner Saudi Arabia 2022 EMS Customer Care Award winner Egypt 2022 EMS Customer Care Award winner Georgia 2022 EMS Customer Care Award winner Malaysia 2022 EMS Customer Care Award winner Brunei Darussalam 2022 EMS Customer Care Award winner

2020 EMS customer care award winners

Algeria 2020 EMS Customer Care Award winner Bhutan 2020 EMS Customer Care Award winner Cambodia 2020 EMS Customer Care Award winner Cape Verde 2020 EMS Customer Care Award winner China 2020 EMS Customer Care Award winner Egypt 2020 EMS Customer Care Award winner Georgia 2020 EMS Customer Care Award winner Macao 2020 EMS Customer Care Award winner Norway 2020 EMS Customer Care Award winner

2019 EMS customer care award winners

Algeria 2019 EMS Customer Care Award winner Belarus 2019 EMS Customer Care Award winner Bhutan 2019 EMS Customer Care Award winner Georgia 2019 EMS Customer Care Award winner Hongkong 2019 EMS Customer Care Award winner EMS Macao Mongolia 2019 EMS Customer Care Award winner Samoa 2019 EMS Customer Care Award winner Thailand 2019 EMS Customer Care Award winner Viet Nam 2019 EMS Customer Care Award winner

2018 EMS customer care awards

EMS Algeria receiving their CC award EMS Azerbaijan receiving their CC award EMS Bulgaria receiving their CC award EMS China receiving their CC award EMS Georgia receiving their CC award EMS Ghana receiving their CC award EMS Hong Kong receiving their CC award EMS Korea (Rep.) receiving their CC award EMS Macao receiving their CC award EMS Madagascar receiving their CC award EMS Mongolia receiving their CC award EMS Saudi Arabia receiving their CC award EMS Singapore receiving their CC award EMS Thailand receiving their CC award EMS Togo receiving their CC award EMS United Arab Emirates receiving their CC award EMS Viet Nam receiving their CC award
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