EMS Vietnam achieved Performance and Customer Care Awards in 2019 from EMS Cooperative, Universal Postal Union
On May 7th 2020, Mr. Bishar A. Hussein – General Director of Universal Postal Union (UPU) has sent letters to note that VNPost Express Joint Stock Corporation (EMS Vietnam) has been awarded Silver Level for Performance and Customer Care Awards by EMS Cooperative and Universal Postal Union (UPU).
The Awards recognize EMS Cooperative members with excellent performance in EMS service and the best call centres based on their performance in 2019.
To achieve the Silver Level in Performance Award 2019, EMS Vietnam met 10/10 prerequisites and 05 performance award criterias and ranked the 2nd of 198 EMS Operators all over the world. 97% items delivered and transmitted on time, 85% items released from customs within 24 hours and reached 95% customer service response quality.
Regarding Customer Care Award, EMS Vietnam met a series of seven criterias set by EMS Cooperative. 99% inquiries replied on-time, 85% inquires handled in the first level resolution and 96% inquires closed within 15 working days.
These achievements make EMS Vietnam to be one of a very exclusive group of operators among EMS global network, additionally demonstrate its commitment to providing excellent service to its worldwide partners.
This is the 4th consecutive year that EMS Vietnam has achieved the Performance Award and the 5th year for Customer Care Award. These awards are not only a recognition of the achievements and efforts of EMS Vietnam but also contributes to improving the role and position of Vietnam Post as well as EMS Vietnam in the world postal network.
Over the past years, EMS Vietnam has always paid special attention to enhance the development and application of technological solutions in managing operation and business activities, consequently modernizing sorting facility to ensure better EMS service quality. EMS Vietnam has always been ranked as one of the 5/198 operators with the best EMS performance and customer care among EMS Cooperative.
With clear recognition on risks, challenges and initiative action to seize opportunities, EMS Vietnam has strived to develop a system of comprehensive solutions, additionally innovating products, improving service quality, overcoming challenges, fulfilling strategic objectives to affirm its number-1 position in Vietnam express service market and gradually reaching the international level.
The Awards will be presented to Vietnam Post, EMS Vietnam during the next EMS Cooperative General Assembly.