Customer Care Award
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 2021 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 2021 data and eligibility criteria resulted in the following list of the member operators that provided excellent customer care in 2021.
The 2021 customer care award winners (ranking based on customer service response quality) are:
- 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.
2021 EMS Customer Care Awards winners
EMS Customer Care awards criteria 2021-2022
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:
- Member of the EMS Cooperative;
- Operating the customer care system each month of the year;
- Replying on time: 98% (or higher);
- As requesting and replying partners, inquiry resolution after first level: 70% (or higher);
- Workflows, requested and replied, resolved within 15 working days: 90% (or higher);
- Average time to open requests and replies received: three working hours (or less);
- Have no outstanding inbound inquiries.
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%
