BS EN 13816:2002 - Page 2

BS EN 13816:2002 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.