CEN/TS 15511:2008

Foreword
Introduction
1 Scope
2 Normative References
3 Terms and definitions
4 Availability of information as a QoS Indicator
  4.1 General
  4.2 Structural Characteristics
      4.2.1 General
      4.2.2 A: Type of Access Point
      4.2.3 B: Type of Information Channel
      4.2.4 C: Type of Information
      4.2.5 D: Type of Indicator
  4.3 Quality Indicators
      4.3.1 Address of a Postal Access Point
      4.3.2 Location of a Postal Access Point at
            a given Address
      4.3.4 Opening Hours
      4.3.5 Universal Services
      4.3.6 Last Collection Time (Posting Time/Acceptance
            Time)
      4.3.7 Access to Complaint Management
            & Compensation
5 Methodology
  5.1 General
  5.2 Representative Sample Design
  5.3 Geographical Stratification
      5.3.1 General
      5.3.2 Stratification parameters
      5.3.3 Stratification
  5.4 Discriminant Access Point Characteristics
      5.4.1 Role of the Access Point in the Measurement
      5.4.2 Discriminant Types of Access Points
            on Local Level
      5.4.3 Sources of Information on nationwide level
  5.5 Estimators
      5.5.1 General
      5.5.2 Accuracy
      5.5.3 Measurement results
      5.5.4 Calculation of the accuracy
  5.6 Weighting of the results
      5.6.1 Weighting according to the sample design
      5.6.2 Weighting due to failed measurement
            or invalid answers
      5.6.3 Changes of access point characteristics
            and population density
      5.6.4 Aggregation of results
6. Mystery Shopper Approach
   6.1 General
   6.2 Type of Information Channel
       6.2.1 Visit at the Access Point
       6.2.2 National Telephone Hotline
       6.2.3 National Website
7 Report
  7.1 Timing
  7.2 Content
8 Quality Control & Auditing
Annex A (normative) Quality control and auditing
      A.1 Quality control
          A.1.1 Statistical design
          A.1.2 Conducting Mystery Shopper Visits
          A.1.3 Data collection
          A.1.4 Data analysis
          A.1.5 Reporting
          A.1.6 Archiving
          A.1.7 Quality control and Information Technology (IT)
      A.2 Auditing
          A.2.1 Scope of the auditing process
          A.2.2 Access Point Audit
          A.2.3 Stability of the parameters
          A.2.4 Instructions given to the mystery shoppers
          A.2.5 General audit of the system
Annex B (informative) Possible Dimensions of the Monitor
      B.1 General Remarks
      B.2 Class One Indicators
      B.3 Class Two Indicators
      B.4 Considerations prior to implementation:
Annex C (informative) Assistance for special needs
Bibliography

In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality of service are to be set and published in relation to the universal services. With the development of the internal market, these standards aim to ensure a better quality of universal services in Europe.In this context, a project team was mandated (mandate M/312) by the European commission to develop a European standard or standards relating to the quality of access to postal services and to the quality of postal delivery. The work item was under the control of CEN technical committee 331. A report was produced by the project team which identified information availability with regard to access and delivery as a priority for standard development. This Technical Specification is intended to provide a measurement methodology to assess information availability using desk research and a Mystery Shopper Approach. The Technical Specification does not intend to impose service commitments. Information is considered to be one of the key steps in accessing postal services and postal users need to have information available on the proposed services as well as the applicable conditions for access. Increasing the level of information available will inevitably reduce complaints, resulting in improved customer satisfaction and higher overall customer loyalty.