NEN EN 13850 : 2012

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Transit time as a quality of service indicator
  4.1 General
  4.2 Calculation and presentation of transit time
      4.2.1 Measurement unit
      4.2.2 Continuity of measurement
      4.2.3 Calculation of the transit time
      4.2.4 Service performance indicators
5 Methodology
  5.1 General
  5.2 Representative sample design
  5.3 Real mail studies
  5.4 Geographical stratification
      5.4.1 General
      5.4.2 Geographical stratification parameters
      5.4.3 Stratification for domestic mail
      5.4.4 Stratification for cross-border mail
  5.5 Geographical distribution of the panel
  5.6 Estimators
      5.6.1 General
      5.6.2 Accuracy
      5.6.3 Measurement results
      5.6.4 Calculation of the accuracy
      5.6.5 Panel turnover
  5.7 Aggregation of results
      5.7.1 Strata weights based on real mail data
      5.7.2 Weighting due to non-response and invalid test
            items
      5.7.3 Design changes due to annual mail characteristics
            and postal flows changes
6 Test mail characteristics
  6.1 General
  6.2 Highly discriminant mail characteristics
  6.3 Discriminant mail characteristics
7 Report
8 Quality control and auditing
Annex A (normative) Variance of the estimator of the on-time
        probability
Annex B (normative) Calculation rule
Annex C (normative) Quality control and auditing
Annex D (informative) Real mail studies
Annex E (informative) Validation rules for test items
Annex F (normative) Relaxation related to changed requirements for
        smaller mail volumes in an enlarged EU
Bibliography

Specifies the need to have common rules for the development of community postal services and the improvement of Quality-of-Service (QoS).