NEN NPR CEN/TR 15369 : 2006

Provides an implementation guide for use by postal operators, regulators and those responsible for commissioning, carrying out, or auditing the measurement of postal service quality. It gives an overview of the processes required and factors to consider when measuring quality of service. It also provides guidance on alternative approaches allowed in the standard including how to select and calculate alternative or additional discriminate factors and methods for weighting of strata.