EU 1370/2007 demands quality. kazva.bg measures it.
EN 13816 defines 8 quality categories for public transport. kazva.bg measures passenger perception across all 8.
Mandatory Requirement
EU Regulation 1370/2007 requires "measurable, transparent and verifiable performance requirements" in all public service transport contracts. Municipal transport contracts MUST include quality standards.
EN 13816 defines the quality framework with 8 categories forming the "quality loop" (expected → targeted → delivered → perceived). kazva.bg provides the "perceived quality" measurement that completes this loop.
Regulation (EC) No 1370/2007 of the European Parliament and of the Council on public passenger transport services; EN 13816:2003
Public Transport Quality: What EU Regulation 1370/2007 Requires
Every public service transport contract in the EU must contain measurable quality standards — this is a direct requirement of Regulation 1370/2007, Article 4(1)(b). Municipal transport operators across Europe sign contracts with local authorities in which quality is often defined abstractly. kazva.bg turns abstract contract clauses into concrete, measurable data.
EN 13816:2003 defines 8 quality categories for public passenger transport: availability, accessibility, information, time, customer care, comfort, security, and environmental impact. The standard distinguishes 4 quality levels: expected, targeted, delivered, and perceived. kazva.bg measures the fourth — perceived quality — through passenger surveys at stops and inside vehicles.
How It Works in Practice
A QR code at a bus stop or inside a vehicle allows a passenger to rate their journey in under a minute. Data is aggregated by route, operator, and time period — giving the contracting municipality an objective picture of transport service quality, backed by NPS scores and text comments. This is the evidence base that EN 13816 requires for assessing perceived quality across all 8 categories. European benchmarks remain sparse (NPS is rarely used in public transport — CSAT percentage dominates), making any systematic measurement a competitive advantage for transport operators seeking to demonstrate contract compliance and justify funding requests.
What the law requires
Availability - network coverage, operating hours, reliability (perception)
kazva.bg: Covered
Accessibility - access to vehicles and stops, ticketing (perception)
kazva.bg: Covered
Information - travel information, signage, real-time updates (perception)
kazva.bg: Covered
Time - journey time, adherence to schedule (perception)
kazva.bg: Covered
Customer care - complaint handling, staff behavior (perception)
kazva.bg: Covered
Comfort - ride comfort, seating, cleanliness, temperature (perception)
kazva.bg: Covered
Security - safety of person, emergency procedures (perception)
kazva.bg: Covered
Environmental impact - pollution, natural resources (perception)
kazva.bg: Partial
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| EN 13816:2003 | Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement Full standard (8 quality categories) | kazva.bg maps NPS + MC + open text to all 8 EN 13816 quality categories - providing the perceived quality data the standard requires. |
| EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Transport operators with ISO 9001 certification must demonstrate systematic passenger satisfaction measurement. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 30+ |
| Average | 10–29 |
| Poor | <10 |
NTA Ireland 2024: 82% overall satisfied, 92% for most recent journey (6,000+ passengers); UIC European benchmarks
NPS is rarely used in public transport - CSAT % dominates. European data is sparse.