We're proud to share that EMKAY has received a 2026 Global Recognition Award in Customer Experience — an independent recognition that evaluated thousands of applicants across industries and awarded fewer than 6% of them.

For us, this is a chance to reflect on what we've built, why we built it, and where it goes from here.

What the Award Actually Measures

The Global Recognition Awards use the Rasch model — a psychometric measurement framework that creates an objective, linear scale for comparing performance across very different organizations and categories. There's no subjectivity in weighting one metric over another. Your numbers either hold up or they don't.

EMKAY was evaluated on Customer Experience, which in fleet management is a category that carries real operational weight. When a driver is stranded or a fleet manager needs an urgent answer on an account, response time starts being a business cost. The judges were looking for organizations that treat client support as a structural commitment, not a feature.

Our service model is built entirely in-house. Every call center function across our U.S. and Canadian operations is staffed by EMKAY employees. No outsourced contact centers, no third-party handoffs, no divided accountability. That structure is what makes the performance data possible: a 9.6-second average speed of answer — roughly six times faster than the industry average — and a call abandonment rate in our Maintenance Department of under 1%, with an average hold time of 11.3 seconds.

Those standards reflect years of deliberate staffing decisions, operational planning, and a company-wide refusal to treat responsiveness as a cost to be optimized away.

The Policy That Defines Our Philosophy

Our No-Voicemail Policy is the most direct expression of how we think about service. During business hours, every client and driver who contacts EMKAY reaches a live representative. No queues, no callbacks promised for later. The Maintenance and Accident Management teams operate 24 hours a day, seven days a week, 365 days a year.

This isn't a differentiator we invented for marketing purposes. It's a policy that requires real organizational commitment to sustain, and it shapes every resourcing decision we make.

What This Recognition Signals Going Forward

As fleet management continues to evolve — with more connected vehicles, more data, and more complexity in client operations — we believe the value of a responsive, accountable service partner only increases. Telematics generates insights, but those insights require follow-through. Cost-saving opportunities surface in account data, but they require someone to actually act on them. Our Strategic Account Managers and Client Support Services teams are structured to do exactly that: convert information into action on behalf of our clients.

This recognition is a baseline. The service infrastructure we've built is designed to scale with the needs of our clients, and we'll keep investing in it.