At the end of the first quarter of 2017, Russian Post occupied the sixth position in the international quality rating of 198 mail service providers. The rating is maintained by the international express mail delivery service EMS. To put this in perspective, in 2013 our country held the 92nd position on this list, and in 2012, it was number 140.
Finland is at the top of the EMS’s 2017 rating, Moldova holds the second place, Latvia is third, and Russia is in the sixth place. For comparison, Great Britain occupies only the 23rd line, France is on the 24th, the United States hold the 35th place, Japan is 76th, Germany is 78th, and China is 94th.
Russian Post owes this substantial jump in the international rating of EMS providers to the improvement of the following key performance indicators:
- The rate of compliance with specified delivery times for incoming EMS international express mail items has increased from 66% in 2013 to 95% in the first quarter of 2017;
- The rate of timely and complete transmissions of mail item status data to the tracking system has increased from 90% in 2013 to 97% in the first quarter of 2017;
- The composite indicator for the quality of customer service has improved from 68% in 2013 to 91% in the first quarter of 2017. This indicator consists of multiple elements: promptness of response to customer support incidents, percentage of incidents resolved during the first stage, the quality of service provided by the call center, and several others.
- A number of other technical indicators have also contributed.
“We managed to surpass many EMS operators from other countries not only thanks to the improvement of the quality of service, but also thanks to growth in outbound volume of EMS correspondence, which increased by 25% compared to the first quarter of 2016. This is a key condition of attaining a high position in the rating of EMS service providers because this is the indicator that reflects the real choices of consumers who select EMS service over the competition,” noted Sergey Malyshev, Russian Post’s deputy director general for parcel business and express delivery service.
EMS (Express Mail Service) is an express delivery service created under the auspices of the Universal Postal Union with the goal of helping national postal service providers break into the highly lucrative courier service market. The international network of EMS was created in 1989 at the initiative of postal authorities of UPU member countries as a counterbalance to private transnational companies. In the Russian Federation, EMS delivery service is available at every branch office of Russian Post.
EMS services within the framework of international postal network are provided at competitive prices to ensure fast and reliable delivery of documents and goods weighing less than 30 kg with guaranteed dates. As of 1998, the network of EMS, which is a specialized division of the United Nations, is administered by the international EMS Cooperative headquartered in Bern, Switzerland. National postal service providers manage delivery of mail and parcels in each of the EMS member countries. EMS pricing is determined by the postal authorities in the mail item’s country of origin.