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 2022 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 2022 data and eligibility criteria resulted in the following list of the member operators that provided excellent customer care in 2022.

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

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.