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; БДС EN 13816:2003
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 |
|---|---|---|
| БДС 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. |
| БДС 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.