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Customer care - the heart of EMS

EMS Customer Care Awards

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.

2016 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 2016.

  • Small group - 0-500 inquiries: Cambodia; Luxembourg; Romania
  • Medium group - 501-5000 inquiries: Macao, China; Korea (Rep.); Singapore; Thailand; Viet Nam
  • Large group - over 5000 inquiries: China (People’s Rep.)

The awards were announced and presented at the EMS Cooperative General Assembly in March 2017.

Previous winners

Kenya - medium group award
Korea (Rep.) - medium group award
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

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 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. 


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%