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Customer care - the heart of EMS

2017 EMS Customer Care Awards presented at the General Assembly

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.

2017 EMS Customer Care Award Winners

The Cooperative's EMS Customer Care Awards recognise and reward outstanding EMS service.

Congratulations to the EMS Customer Care Award winners for 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.

The awards were announced and presented at the EMS Cooperative General Assembly in April 2018.

Previous winners

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

EMS Customer Care awards criteria

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 Rugby–GlobalCSS 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 Rugby–GlobalCSS reports. 

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%