EVS-EN 13816:2002

This European Standard specifies the requirement to define, target and measure quality of service in public
passenger transport (PPT), and provides guidance for the selection of related measurement methods. It is intended to be used by service providers in the presentation and monitoring of their services but is also recommended for use by authorities and agencies responsible for the procurement of PPT services in the
preparation of invitations to tender. Its use promotes the translation of customer expectations and  erceptions of quality into viable, measurable, and manageable quality parameters. It is recognized that a single individual or company, or two or more parties sharing the responsibility for the provision of a PPT service in  o-operation (e.g. authority and operator) may, in practice, seek to comply with the standard. In the latter situation, it is strongly recommended that the relationship between the parties be governed by a formal agreement (5.2).
It is important to note that it is the service, not the service provider, which is in compliance with the standard.
Annex A sets out the comprehensive list of quality criteria.