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 2025 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 2025 data and eligibility criteria resulted in the following list of the member operators that provided excellent customer care in 2025.

The 2025 customer care award winners (ranking based on customer service response quality) are:

Qatar,
Oman,
Ethiopia,
Benin,
Kiribati,
United Arab Emirates,
Algeria,
Macao (China),
Saudi Arabia,
Viet Nam,
Egypt,
Jordan,
Cambodia,
Ghana,
Togo,
Mauritius,
Bhutan
Singapore.

The 2025 award ceremony will take place at the EMS Cooperative General Assembly in April 2026.

2024

The 2024 customer care award winners (ranking based on customer service response quality):

United Arab Emirates
Oman
Benin
Qatar
Azerbaijan
Ghana
Saudi Arabia
Viet Nam
Egypt
Algeria
Macao (China)
Ethiopia
Togo
Jordan
Cambodia
Maldives
Mauritius
Madagascar
Fiji.

2023

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

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.

2022

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

Benin
Togo
Oman
Azerbaijan
Zambia
United Arab Emirates
Algeria
Qatar
Myanmar
Viet Nam
Macao (China)
Cambodia
Singapore
Saudi Arabia
Egypt
Bangladesh
Georgia
Ukraine
North Macedonia
Malaysia
Brunei Darussalam
Kuwait.

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