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        暗黑2刚毅符文之语 Skip to main content


        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.




        1. Algeria
        2. Azerbaijan?
        3. Bulgaria (Rep.)
        4. Cambodia
        5. China (People’s Rep.)
        6. Georgia
        7. Ghana
        8. Hong Kong (China)
        9. Korea (Rep.)
        10. Luxembourg
        11. Macao (China)
        12. Madagascar
        13. Mongolia
        14. Paraguay
        15. Samoa
        16. Saudi Arabia
        17. Singapore
        18. Thailand
        19. Togo
        20. United Arab Emirates
        21. Viet Nam.


        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.

        Cambodia; Luxembourg; Romania - small group award
        Macao (China); Korea (Rep.); Singapore; Thailand; Viet Nam - medium group award
        China (People’s Rep.) - large group award


        Mauritius; Iceland?- small group award
        Kenya;?Korea (Rep.);?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



        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 the customer care system 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 暗黑2刚毅符文之语customer care 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%