Motivation and benefits
Operators in public passenger transport (PPT) provide their services directly to the customer. Therefore, the service quality perceived by the customer will have a significant effect on the selection of the provider.
EN 13816 is the Standard for evidencing quality capability of transport providers in public passenger traffic, which is valid all over Europe. It serves as a guideline for defining and measuring service quality in contracts for buyers and providers of PPT services.
The European Standards establish the definition and specification of objectives and targets and measurement of quality of services provided in public passenger transport (PPT) and includes suggestions for selecting the adequate measuring techniques.
In EN 13816, quality is rated as being the degree of customer satisfaction. In this respect, customer satisfaction is understood as being the degree of congruence between performance expected and required by the customer and the services provided by the transport provider.
Integration of EN 13816 in a quality management system or an integrated management system will lead to a continuous and uniform system. This helps to reduce the scope of documentation as compared to single systems. Furthermore, conformity to EN 13816 supports the company in using the resources in such a well-aimed manner that the customer wishes can be fulfilled and will thus lead to additional customer satisfaction and thus to a commensurate increase in sales volume.
The advantages of EN 13816:
- increasing customer satisfaction;
- increasing the share of regular customers;
- increasing the advantages relating to revenue at official RFQ's (requests for quotation) (evidencing quality capability);
- internal increase of efficiency;
- systematically establishing the relations with buyers and suppliers;
- making the quality criteria of the service provided measurable