Public Passenger Transport (PPT) operators provide their services directly to customers. Therefore, the quality of service perceived by customers will have a significant impact on their choice of supplier.
EN 13816 is a standard certifying the quality capabilities of public passenger transport operators, applicable throughout Europe. It serves as a guideline for defining and measuring service quality in contracts between purchasers and providers of public passenger transport services.
European Standards establish the definition and specification of objectives and targets as well as the measurement of the quality of services provided in public passenger transport (PPT) and provide suggestions for the selection of appropriate measurement techniques.
In the EN 13816 standard, quality is assessed as the degree of customer satisfaction. In this respect, customer satisfaction is understood as the degree of correspondence between the performance expected and required by the customer and the services provided by the transport service provider.
Integrating the EN 13816 standard into a quality management system or integrated management system creates a seamless and unified system. This helps reduce the amount of documentation required compared to standalone systems. Furthermore, compliance with the EN 13816 standard supports a company in using resources in a targeted manner that meets customer needs, leading to increased customer satisfaction and a commensurate increase in sales.
Advantages of the EN 13816 standard:
- increasing customer satisfaction
- increasing the share of regular customers
- increasing revenue benefits in official requests for proposals (confirming qualitative capability)
- internal efficiency gains
- systematically establishing relationships with buyers and suppliers
- measurable criteria for the quality of the service provided
EN 13816 aims to promote a quality philosophy in public transport and encourages companies to focus on customer needs and expectations. This includes establishing strategies, defining service quality, informing employees, and developing and conducting measurements (technical and customer-specific). Analysis and benchmarking help achieve continuous quality improvement.
The requirements of this standard are designed to enable large and small contracting parties, e.g. private and municipal transport service providers, their subcontractors, public authorities and regulatory bodies, to benefit from the establishment and implementation of this standard.
Partners involved in providing the service (subcontractors, transport companies) will need to establish a quality management system that demonstrably ensures:
- identifying explicit and implicit customer expectations
- considering and maintaining legal, political and financial imperatives
- identifying quality levels and opportunities for improvement
- implementing measurable goals and tasks as well as quality criteria
- selecting and establishing criteria
- establishing a target performance level
- measurement of the service provided
- measurement methods
- measurement frequency
- evaluation and validation
- documentation
- preparing and taking corrective actions
- customer rating of perceived performance
- preparing and implementing appropriate action plans
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Claudia Bienioszek-Buczek
Customer Service Center Director Phone: +48322266007 Mobile: +48517676569