This Technical Report is an implementation guide to EN 14534 for use by postal operators, regulators and
those responsible for commissioning, carrying out, or auditing the measurement of postal service quality. It
gives information, which will facilitate the implementation of EN 14534. It gives an overview of the processes
required and factors to consider when measuring quality of service. It provides guidance on alternative
approaches allowed in the standard including how to select and calculate alternative or additional discriminant
factors and methods for weighting of strata. It describes a process for implementation of the measurement
system, and provides examples and clarification on specific requirements of EN 14534. It gives information on
how to interpret the test results obtained by measurement according to the standard.
This Technical Report does not alter in any way the requirements of EN 14534. It is concerned with technical
issues in the implementation of the measurement system. The Technical Report provides guidance but it does
not specify how the regulators shall enforce and monitor the use of the standard since this is the responsibility
of the European Commission and the national regulatory authorities themselves.