標準號：BS DD CEN/TS 15511-2008
中文標準名稱：郵政服務.服務質量.郵政服務可提供的信息
英文標準名稱：Postal services - Quality of service - Information available on postal services
標準類型：M80
發布日期：2008/6/30 12:00:00
實施日期：2008/6/30 12:00:00
中國標準分類號：M80
國際標準分類號：03.240
引用標準：EN ISO 9001;EN ISO 9004;ISO 10005;ISO 10007;ISO 19011;International Chamber of Commerce / ESOMAR International Code of Marketing and Social Research Practice, with attachments
適用范圍：In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality ofservice are to be set and published in relation to the universal services. With the development of the internalmarket, 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 aEuropean standard or standards relating to the quality of access to postal services and to the quality of postaldelivery. The work item was under the control of CEN technical committee 331. A report was produced by theproject team which identified information availability with regard to access and delivery as a priority forstandard development.This Technical Specification is intended to provide a measurement methodology to assess informationavailability using desk research and a Mystery Shopper Approach. The Technical Specification does notintend to impose service commitments.Information is considered to be one of the key steps in accessing postal services and postal users need tohave 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 customersatisfaction and higher overall customer loyalty.