TS EN 13816
Transportation - Logistic and services - Public passenger transport; Service quality definition, targeting and measurement
This European Standard specifies the requirement to define, target and measure quality of service in public passenger transport (PPT), and provides guidance for the selection of related measurement methods. It is intended to be used by service providers in the presentation and monitoring of their services but is also recommended for use by authorities and agencies responsible for the procurement of PPT services in the preparation of invitations to tender. Its use promotes the translation of customer expectations and perceptions of quality into viable, measurable, and manageable quality parameters. It is recognized that a single individual or company, or two or more parties sharing the responsibility for the provision of a PPT service in co-operation (e.g. authority and operator) may, in practice, seek to comply with the standard. In the latter situation, it is strongly recommended that the relationship between the parties be governed by a formal agreement (clause 5.2). It is important to note that it is the service, not the service provider, which is in compliance with the standard. Annex A sets out the comprehensive list of quality criteria. Annex B provides a glossary of terms. Annex C deals with aspects of performance measurement. The standard is intended to be applicable to PPT services, as defined in clause 2.1 but need not exclude other transport services (e.g. charter and taxi systems).
Available Formats:
- Availability: Immediate Download
- Language: English
- License Type: Single User
- Updates: Not Included
- Availability: Request Quote
- Language: English
- License Type: Enterprise / Multi User
- Updates: Included
About This Item
TS EN 13816 addresses how service quality is defined, targeted and measured in public passenger transport. Its main focus is the passenger service itself, not the transport operator as such, and the quality view is built around customer experience, expectations and measurable service attributes such as availability, reliability, information, comfort and continuity.
Turning customer expectations into measurable service parameters
The standard provides a framework for translating perceptions of quality into practical and measurable parameters. In general technical terms, this helps transport services move from broad satisfaction claims to structured performance management based on defined indicators and target levels. It also offers guidance for selecting related measurement methods, which is important when service quality has to be monitored consistently over time or compared across operating contexts.
Where the standard applies
The document is intended for public passenger transport services, while not excluding other transport services such as charter and taxi systems. It is meant to be used by service providers in presenting and monitoring their services, and it is also recommended for authorities and agencies preparing tenders for public passenger transport services. Where more than one party shares responsibility for the service, the relationship is recommended to be governed by a formal agreement. A key principle is that compliance belongs to the service itself, not to the provider as an organisation.
- Annex A gives a comprehensive list of quality criteria.
- Annex B provides a glossary of terms.
- Annex C addresses aspects of performance measurement.
- Publication Date: 11.11.2002
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 01.040.03 Sosyoloji, Hizmetler, Kuruluş Organizasyonu ve Yönetimi, İdare, Taşıma (Terimler); 03.220.01 Taşıma (Genel)
- Pages: 39
- Source Standard: EN 13816:2002
- International Equivalents: EN 13816-EQV
Need This Standard?
Request a personalized quote today to receive the latest edition in PDF or other available formats.
Need This Standard?
Request a personalized quote today to receive the latest edition in PDF or other available formats.
Summarize with AI
Get quick summaries using your favorite AI engine.
Online Standart Disclaimer
OnlineStandart.com is an authorized reseller of international standards, operating through partnerships with authorized distributors. We do not own the copyrights or trademarks of the standards we sell, including but not limited to those of API, ASHRAE, BSI, SAE, ASTM, IEEE, IEC, ASME, ISO, and others.
All product names, logos, and brands are the property of their respective owners and are used for identification purposes only; their use does not imply endorsement. OnlineStandart.com is not affiliated with or endorsed by any standards development organization unless explicitly stated. The content of this document is for informational purposes only and is intended to promote our licensed reselling services.
Online Standart does not host, distribute, or link to free, unlicensed, or uncertified copies of copyrighted standards. Every document we deliver is a licensed copy obtained through authorized channels and supplied with full licensing documentation. The “Free PDF Download” option on our product pages refers to this free informational document — never to a free copy of any standard.