Page 390 - 7X PR REPORT - SEPTEMBER 2025 (ENGLISH)

9/9/25, 1:25 PM UAE earns top spot globally in customer service with Gold Performance Award in express mail services
The UAE earned the Gold Performance Award following a comprehensive evaluation that examined
operational efficiency across various domains, including international networks, customer satisfaction,
responsiveness, and adherence to delivery schedules. The assessment revealed notable performance
indicators, ranging from 95 percent to 98 percent across all phases of service, from shipment receipt to
final delivery, including post-delivery support. Securing the first place in the Customer Service category
underscores the impact of ongoing investments in digital customer experience initiatives and the
advancement of intelligent and responsive service channels, highlighting the country’s commitment to
achieving organizational excellence.

Tariq Al Wahedi, congress chair designate and group CEO of 7X, stated, “This recognition highlights
our wise leadership’s vision of utilizing innovation to elevate the UAE’s position on the global stage and
also reinforces our dedication to developing an advanced postal system. We consider this achievement as
a launchpad for the Emirates Post to move toward an even more ambitious phase, where we will
continue to strengthen the UAE’s leadership in the sector and contribute to shaping the future of global
postal services through strategic partnerships, sustainable digital solutions, and high-performance
operations.”

This accomplishment is a testament to the effectiveness of the UAE Centennial Plan 2071 in enhancing
the country’s competitiveness by developing key sectors that drive economic growth and serve the
national goals of digital transformation and global logistics integration. This success clearly illustrates
the UAE’s outstanding performance in the postal sector today.

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Aligning with UAE’s logistics vision

In addition to this prestigious recognition, Emirates Post Group has reported significant financial
growth, generating record revenues of AED137.3 billion ($37.4 billion) in 2024, marking a 15 percent
increase from the previous year. This financial success is closely linked to its customer-centric approach,
which leverages advanced technologies like online services, parcel tracking, and mobile applications to
enhance user experience.

The company’s digital innovation extends to integrating automation tools such as Autonomous Mobile
Robots (AMRs) for parcel sortation, which boost operational efficiency and service speed. Moreover,
Emirates Post continues to expand its e-commerce portfolio with cost-effective shipping options like
‘EcomPro,’ offering rapid door-to-door transit times between three to five days domestically and
internationally. Such strategic moves reflect the company’s commitment to maintaining high service
standards while catering to evolving market demands and consumer preferences. These advancements
and expansions are part of a broader strategy aligned with the UAE’s vision to position itself as a leading
global logistics and innovation hub, supported by significant investments in workforce development and
sustainable solutions.

The performance evaluation by the Universal Postal Union (UPU) and the EMS Cooperative, which
awarded the UAE, involves stringent criteria covering on-time delivery, network reliability, and
customer care responsiveness. According to the EMS Performance Awards report for 2024, the UAE
shared the Gold Award with Oman and Qatar, illustrating the region’s rising prominence in global

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