本欧洲标准规定了在公共客运（PPT）中定义，定位和测量服务质量的要求，并为相关测量方法的选择提供指导。 服务提供商打算在其服务的介绍和监控中使用，但也建议由负责采购PPT服务的机构和机构在准备投标邀请时使用。 其用途促进了将客户期望和质量观念转化为可行的，可衡量的和可管理的质量参数。 人们认识到，在实践中，单独的个人或公司，或分担责任提供PPT服务（例如，权威机构和运营商）的两个或多个方可以在实践中寻求遵守该标准。在后一种情况下，强烈建议双方之间的关系由正式协议（第5.2条）管辖。 重要的是要注意，这是符合标准的服务，而不是服务提供商。 附录A列出了质量标准的综合清单。 附件B提供了术语表。 附件C涉及业绩衡量的方面。 该标准是适用的

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 perceptions 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 co-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 (clause 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. Annex B provides a glossary of terms. Annex C deals with aspects of performance measurement. The standard is intended to be applicable to PPT services, as defined in clause 2.1 but need not exclude other transport services (e.g. charter and taxi systems).