Services Standards: Defining the Core Consumer Elements ... - ANEC

Services Standards
dispute settlement procedures. The contrary is true. Only technical standard EN
13876 on ‘Goods transport chains – code of practice for the provision of cargo
transport services’ provides for formal and effective complaint management.
After-sales
services
Insolvency
In-house
complaint
handling
Out of court
dispute
settlement
procedures
Collective
redress
Public
passenger
transport –
Service quality
definition,
targeting and
measurement
EN 13816
6. Monitoring and inspection
Goods
transport
chains, Code
of practice for
the provision
of cargo
transport
services
EN 13876
4.2.4. provide
formal and
effective
management,
which ensures
that any loss or
damage to the
cargo can be
identified
throughout the
transport
process
Public
passenger
transport -
Basic
requirements
and
recommendati
ons for
systems that
measure
delivered
service quality
EN 15140
Business Plan
Transport –
Logistics and
services
CEN TC 320
Monitoring and inspection could easily be regarded as a prominent field for
standardisation. EN 13816 on ‘Public passenger transport – service quality
definition, targeting and measurement’ provides for an evaluation scheme of
consumer satisfaction “throughout the transport process”.
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