ERGP (14) 24 report on QoS and end-user satisfaction ERGP REPORT 2014 ON THE QUALITY OF SERVICE AND END-USER SATISFACTION

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1 ERGP REPORT 2014 ON THE QUALITY OF SERVICE AND END-USER SATISFACTION 1

2 Content Page 0. Executive summary Background Objectives Methodology Current situation regarding quality of service and end-user satisfaction Measurement of quality of service concerning routing times and the regularity and reliability of services Measurement of quality of service for single piece priority mail in Measurement of loss or substantial delay in Measurement of quality of service for single piece non-priority mail in Measurement of quality of service for bulk mail in Measurement of quality of service for Newspapers/periodicals in Measurement of quality of service for Parcels in Measurement of quality of service for registered mail in Force majeure Collection and delivery Requirements on the frequency of collection and delivery relating to the universal service Collection Delivery Exceptions on collection and delivery because of circumstances or geographical conditions deemed exceptional Access points Collection letterboxes Points of contact Measurement of consumer satisfaction Surveys regarding customers needs 58 2

3 5. Current situation on the assessment of complaint handling procedures and consumer protection 5.1 Scope and competence of NRAs regarding complaint handling Scope Competence Information provision and access to complaint handling and dispute resolution Implementation of Standard EN 14012: Compensation schemes for individual customers Collection of data on complaints Conclusions on the current practices of the NRAs regarding the quality of service regulation, complaint handling procedures and consumer protection 86 3

4 Tables Page 1. Answers of 32 European countries concerning regulatory objective Countries which have regulatory objectives for services provided by non-usp/non- Incumbents 3. Answers of 32 European counties concerning measurements of transit time which kind of services are measured Cross-border information per country Targets and results of single piece priority mail (2013) Methodology for each country based on the quality of service for single piece priority mail in Regulatory objective for loss or substantial delay regarding single piece priority mail Targets and results of single piece non-priority mail Methodology for each country based on the quality of service for single piece nonpriority mail in Targets and results of bulk mail (question 1.1.2) Methodology for each country, based on the quality of service for bulk mail in Targets and results of parcels (questions 1.1.2) Methodology for each country, based on the quality of service for parcels in Targets and results of registered mail Methodology for each country, based on the quality of service for registered mail in Number of accepted force majeure days/incidents and reasons in Internet links with reference to the list with the exceptional circumstances in the Member States Requirements/standards to ensure an adequate number of collection letterboxes Collection time displayed on collection letterboxes Requirements/standards to ensure an adequate number of points of contact/postal establishments 46 4

5 21. Entity entitled to check compliance with the requirements on an adequate number of postal establishments Prevention of the closure of postal establishments Points of contact per country (distribution in %) NRA uses/monitors measurement of consumer satisfaction Links to research carried out to measure customer satisfaction Surveys regarding customer needs Links to research carried out to measure customer needs NRA responsible for complaints 29. Procedures in place to resolve the issue complained 30. Postal service providers obliged to publish information about procedures to complain, redress schemes and means of dispute resolution 31. Postal service providers covered by the obligation to publish information about procedures to complain, redress schemes and means of dispute resolution Regulation of complaint handling procedures Scope of the regulation on complaint handling procedures Alternative (or out-of-court) dispute resolution (ADR) Cover of existing compensation schemes Compensation scheme Data on the number of complaints Complaints received by USP about universal service, (per country) Complaints received by USP about universal service by category, Complaints received by NRAs about postal services, (per country) Complaints received by the USP about cross-border services, (per country) 85 5

6 Figures Page 1. Targets and results (D+1) in 32 European countries in Results (D+1) of 2012 and 2013 in 32 European countries Number of collections/week relating to the universal service Number of deliveries/week relating to the universal service Reasons for exceptions regarding collection and delivery Requirements/standards to ensure an adequate number of collection letterboxes Where are the requirements/standards to ensure an adequate number of collection letterboxes defined? Collection time marked on collection letterboxes Percentage change in the number of collection letterboxes per countries from 2008 till Requirements/standards to ensure an adequate number of points of contact/postal establishments 11. Entity entitled to check compliance with the requirements on adequate number of postal establishments Is that entity empowered to prevent the closure of postal establishments? Percentage by type of points of contact in Evolution of the number of points of contact by type in the in the period Location of post agencies managed by third parties Implementation of standard EN 14012: Mandatory compensation schemes for individual customers Existing compensation schemes for individual customers by type of service failure 73 6

7 19. Mechanisms in place to make customers aware of compensation schemes Collection of data on complaints by NRAs Complaints received by USP about universal service, (per country) Complaints received by USP about universal service by category, Complaints received by NRAs on postal services, (per country) Collection of data on complaints about cross-border services by NRAs Data on complaints about cross-border services received by NRAs Complaints received by the USP about cross-border services, (per country) 85 7

8 Terms and abbreviations CEN Comité Européen de Normalisation / European Committee for Standardisation IPC International Post Corporation NRA National Regulatory Authority US Universal Service USP Universal Service Provider USO Universal Service Obligation 8

9 Country codes ERGP (14) 24 report on QoS and end-user satisfaction AT Austria BE Belgium BG Bulgaria CH Switzerland CZ Czech Republic CY Cyprus DE Germany DK Denmark EE Estonia EL Greece ES Spain FI Finland FR France FYROM Former Yugoslav Republic of Macedonia 1 HR Croatia HU Hungary IE Ireland IS Iceland IT Italy LT Lithuania LU Luxembourg LV Latvia MT Malta NL the Netherlands NO Norway PL Poland PT Portugal RO Romania RS - Serbia SE Sweden SI Slovenia SK Slovakia UK United Kingdom 1 FY is used in tables and figures for the Former Yugoslav Republic of Macedonia. 9

10 0. Executive summary - Background Chapter 6 of Postal Directive 97/67/EC, as amended by Directives 2002/39 and 2008/6 (afterwards referred to as Directive in this report), lays down that the national regulatory authorities (NRAs) shall ensure compliance with the obligations arising from the Directive, in particular through the follow-up of quality of service. The Directive emphasises that the postal reform has brought significant positive developments in the postal sector, with increased quality of service and focus on meeting consumer needs. Increased competition allows consumers to take advantage of a wider choice of products and services offered by postal service providers and allows these products and services to be continually improved in order to meet consumer demand. Quality-of-service standards are set and published in relation to the universal service in order to guarantee a postal service of good quality. The European Regulators Group for Postal Services (ERGP) will continuously monitor the effects of postal liberalisation through appropriate indicators and their development over time, as well as through the assessment of end-user complaint procedures to ensure that transparent, simple and inexpensive complaint procedures are available to users particularly in cases involving loss, theft, damage or non-compliance with service quality standards and that consumers are protected according to the provisions of the Directive. - Objective The goal of this report is to provide the necessary data to monitor and follow up the quality of service, the complaint handling and the consumer protection within the context of the regulatory measures taken in those fields. - Methodology 32 ERGP members have provided feedback: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Former Yugoslav Republic of Macedonia, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. 10

11 - Current situation regarding service quality and end-user satisfaction The quality of service and the end-user satisfaction have been analysed with a view to the following 5 dimensions: 1 Measurement of the quality of service concerning transit time 2 Collection and delivery 3 Access points 4 Measurement of consumer satisfaction 5 Surveys regarding customers needs 1 Measurement of the quality of service concerning routing times and the regularity and reliability of services In 32 ERGP members, there are always regulatory objectives for routing times (100% of the respondents). For queuing time in post offices, there is a regulatory objective in 3 countries (9%). The regulatory objectives deal with universal services and four countries have established regulatory objectives for universal services provided by non-usp/non-incumbent. In 2013, targets for measuring the transit time of end-to-end priority mail in the domestic postal market were established in 30 countries. There is a wide range of targets across the ERGP countries reflecting different national considerations and, as such, comparisons between ERGP countries cannot be drawn. The average value of results (D+1) in countries who answered the questionnaire was 87.6% in 2013 (27 countries provided information on the results obtained), which is lower than the previous year (88.29%). In 21 countries 2 the USP achieved the targets, while in 5 countries 3 the USP did not. In 19 countries, we have quality of service targets and mostly also results for parcels, in 17 countries we have also quality of service targets and mostly also results for non-priority mail, and in 6 countries we have targets and mostly also results for bulk mail. 2 Collection and delivery Regarding the frequency of collection and delivery to be made by the USP, the responses received from Member States revealed that the Directive has been implemented by all with at least one collection/delivery for 5 days a week (in some countries the obligations have extended to 6 days per week). Exceptions have been granted in many countries regarding frequency of collection and mostly delivery. Responses revealed that exceptions are mainly related to dispersed population, mountainous character and islands. 2 AT, BE, CH, CY, CZ, FR, EL, HR, HU, LU, LT, MT, NO, PT, SE, SK, SI, UK 3 BG, DK, EE, PL, RO 11

12 3 Access points ERGP (14) 24 report on QoS and end-user satisfaction The access point issue is very sensitive and this is reflected by the fact that a vast majority of the countries consider it necessary to have requirements or standards to ensure an adequate number of collection letterboxes and points of contact/postal establishments. There are different types of points of contact at the European level. The most common is the permanent post office managed by the USP with a full range of services and the permanent post agency managed by a 3rd party. 4 Measurement of consumer satisfaction According to the responses, 14 out of 32 NRAs (45%) use or monitor indicators of consumer satisfaction in their countries, while 18 (55%) do not. The results from the 2014 questionnaire show that, among the NRAs that use/monitor indicators of consumer satisfaction, market surveys are used as the main method to identify levels of consumer satisfaction and this ranges in frequency from adhoc to annual to twice yearly surveys. The number of satisfaction indicators varies between NRAs depending on the nature of the research being undertaken and its objectives, the size of the postal market and their capability to conduct research given individual circumstances and the regulatory framework. 5 Surveys regarding customers needs In terms of surveys regarding consumer needs and market, 14 NRAs (45%) answered that they conduct such surveys and 17 NRAs (55%) do not. Surveys are mostly carried out annually or on an ad hoc basis to serve regulatory needs. Usually, the surveys are conducted by an independent body. Different methodologies are used, including telephone interviews/computer-assisted telephone interviews (CATIs), standardised questionnaires and face to face interviews. - Current situation regarding complaint handling and consumer protection The report examines five key issues in the field of complaint handling and consumer protection, namely: a) Scope and competence of NRAs regarding complaint handling b) Information provision and access to complaint handling and dispute resolution c) Implementation of Standard EN 14012:2008 d) Compensation schemes for individual customers e) Collection of data on complaints 1 Scope and competence of NRAs regarding complaint handling This part is dealing with the legal framework on complaint handling. First of all, it illustrates in some more detail the respective legal basis as set within the Postal Directives. Secondly, it evaluates the scope and the competence of the NRAs in handling complaints on postal services, and it looks at the other organisations a customer 4 can address himself to in case of a complaint. 4 Customer has a broader meaning so that it can include customer or user 12

13 According to the answers to the 2014 questionnaire, in 25 (81%) out of the 31 responding countries, the NRA is generally responsible for dealing with user complaints. In three of these countries (10%), the NRA only handles complaints with regard to the Universal Service, while in the vast majority (71%) all postal service issues can be addressed. 5 (16%) NRAs stated that they are not obliged to handle user complaints. 2 Information provision and access to complaint handling and dispute resolution This part analyses the information available for users on complaint handling procedures, redress schemes and means of dispute resolution. There have not been any major changes in the number of countries obliging the postal service providers to publish information. In most countries, universal postal service providers are generally obliged to publish information about complaint handling procedures and redress schemes, which was mentioned by 27 (85%) and 25 (78%) NRAs respectively. In fewer countries 10 (31%), there is an obligation covering information on means of dispute resolution. 3 Implementation of Standard EN 14012:2008 This part presents data on the situation regarding the implementation of the CEN Standard EN 14012:2008 (Postal Services - Quality of Service - Complaints handling principles) by postal service providers. Almost half the respondent NRAs (45%) indicated that the USP has implemented the CEN standard. However, concerning other postal service providers active in the universal service area, the standard is only implemented in 2 (7%) countries and is not implemented in any country for other postal service providers. The majority of NRAs (55%) indicated that the standard has not been implemented by any service provider. 4 Compensation schemes for individual customers In this part, the scope of existing compensation schemes is analysed. In most countries (17 out of 31), an obligation for a specific compensation scheme exists and covers the USP in almost all of them; this also extends to other postal service providers. These results show that no significant change occurred in this field when comparing with the data collected in Collection of data on complaints This part looks at the data that NRAs collect and have available on complaints about postal services in general and about cross-border services in particular. Almost all respondent NRAs collect data on complaints received by the USP regarding universal services (28 out of 32). Out of these, 21 indicated to collect data by category and 16 by service. Fewer NRAs collect data on complaints received by the USP about non-universal services (16 out of 32). 13

14 1. Background Chapter 6 of Postal Directive 97/67/EC, as amended by Directives 2002/39 and 2008/6 (afterwards referred to as Directive in this report), lays down that the national regulatory authorities (NRAs) shall ensure compliance with the obligations arising from the Directive, in particular through the follow-up of quality of service. The Directive emphasises that the postal reform has brought significant positive developments in the postal sector, with increased quality of service and focus on meeting consumer needs. Increased competition allows consumers to take advantage of a wider choice of products and services offered by postal service providers and allows these products and services to be continually improved in order to meet consumer demand. Quality-of-service standards are established and published in relation to the universal service in order to guarantee a postal service of good quality. Quality standards have to focus, in particular, on routing times and on the regularity and reliability of services. The European Commission established, by the decision of 10 August , the European Regulators Group for Postal Services (ERGP). The ERGP's tasks shall be: a) to advise and assist the Commission in consolidating the internal market for postal services; b) to advise and assist the Commission on any matter related to postal services within its competence; c) to advise and assist the Commission as to the development of the internal market for postal services and as to the consistent application in all Member States of the regulatory framework for postal services; d) to consult, in agreement with the Commission, extensively and at an early stage of its expert work with market participants, consumers and end-users in an open and transparent manner. The ERGP Plenary approved the ERGP work programme for This programme includes the elaboration of a report on QoS indicators, including cross-border QoS results and complaints. The ERGP will continuously monitor the effects of postal liberalisation through appropriate indicators such as benchmarking the quality of postal services and their development over time, including enduser complaint procedures to ensure that consumers are protected according to the provisions of the Directive. The goal is to collect the necessary data to monitor quality of service, linked back to regulatory measures taken in that field. Particular attention will also be given to complaint handling procedures and analysis of trends. 5 OJ C 217, , p

15 2. Objectives ERGP (14) 24 report on QoS and end-user satisfaction The report examines five key issues in the field of quality of service and end-user satisfaction, namely: a) measurement of quality of service concerning transit time b) collection and delivery c) access points d) measurement of consumer satisfaction e) surveys regarding customers needs The report also examines five key issues in the field of complaint handling and consumer protection, namely: a) scope and competence of NRAs on complaint handling b) information provision and access to complaint handling and dispute resolution c) implementation of standard EN d) compensation schemes for individual customers e) collection of data on complaints The goals are to collect the necessary data to monitor quality of service, end-user satisfaction, complaint handling and consumer protection within the context of the regulatory measures taken in those fields. The document aims at: a) reporting on the core quality of service indicators to monitor market development, evaluating the results of regulatory measures and the consumer protection measures taken especially in the field of complaint handling; b) reporting on the core indicators to monitor complaint handling and consumer protection. The report looks at the current and past situation (starting point) of data collection and published indicators regarding quality of service. Then, it analyses this data and identifies market trends regarding quality of service, e.g. results of mail transit time, quality of delivery, customer satisfaction and development of the postal network. The objective is to update this report on an annual basis. This ERGP report describes the current practices of NRAs concerning quality of service, complaint handling and consumer protection as well as the current scope, competencies and powers of NRAs. Also, the provision of information on complaint handling procedures and implementation of the complaint handling standard EN is analysed in detail. Moreover, the document makes reference to compensation schemes in place and collects data regarding complaints. 15

16 3. Methodology ERGP (14) 24 report on QoS and end-user satisfaction To obtain information regarding quality of service and end-user satisfaction in the broad sense of the term, including complaint handling and consumer protection, a questionnaire has been issued to collect information on the current situation. This report is based on the feedback provided by 32 ERGP members: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Former Yugoslav Republic of Macedonia, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. The analysis is primarily based on the answers provided to the questionnaires (June 2014), which in general, reflects the legislation and practice in place at the end of

17 4. Current situation regarding quality of service and end-user satisfaction The quality of service and the end-user satisfaction have been analysed with a view to the following 5 dimensions: 1 measurement of the quality of service concerning transit time 2 collection and delivery 3 access points 4 measurement of consumer satisfaction 5 surveys regarding customer needs Of course, other elements could also be used to monitor quality of service and end-user satisfaction, but in this report the scope has been limited to the dimensions above. We have also referred to the technical standards developed by CEN (European Committee for Standardisation) in the field of quality of service, as laid down in Article 20 of the Directive. 4.1 Measurement of quality of service concerning routing times and the regularity and reliability of services The legal ground for measuring quality of service was laid down in Directive 97/67/EC (Chapters 6 & 7 and Annex 2). Concerning quality, Article 16 of the Directive 97/67/EC states: Member States shall ensure that quality-of-service standards are set and published in relation to universal service in order to guarantee a postal service of good quality. Quality standards shall focus, in particular, on routing times and on the regularity and reliability of services.. Independent performance monitoring shall be carried out at least once a year by external bodies having no links with the universal service providers under standardized conditions to be specified in accordance with the procedure laid down in Article 21 and shall be the subject of reports published at least once a year. Based on the ERGP questionnaire, the table 1 gives details regarding the definition of regulatory objective for routing time (transit time) and queuing time in post offices. 17

18 Table 1 Answers of 32 European countries concerning regulatory objective Routing time (transit time) Queuing time in post offices Austria Yes No Belgium Yes Yes 6 Bulgaria Yes Yes Croatia Yes No Cyprus Yes No Czech Republic Yes No Denmark Yes No Estonia Yes No Finland Yes No Former Yugoslav Republic of Macedonia Yes No France Yes No Germany Yes No Greece Yes No Hungary Yes No Ireland Yes No Italy Yes No Latvia Yes No Lithuania Yes No Luxembourg Yes No Malta Yes No Netherlands Yes No Norway Yes No Poland Yes No Portugal Yes Yes Romania Yes No Serbia Yes No Slovakia Yes No Slovenia Yes No Spain Yes Yes 7 Sweden Yes No Switzerland Yes No United Kingdom Yes No Total Regulatory objective based on the management contract between bpost and the State. 7 In Spain, measuring the queuing time in post offices is a regulatory commitment although no target is met. 18

19 In 32 ERGP members, there are always regulatory objectives which deal with universal services for routing times (100% of the respondents). For loss or substantial delay, there is a regulatory objective in 11 countries (34%) and, for queuing time in post offices, there is a regulatory objective in 4 countries (13%). In 4 countries (16% - AT, DE 8, LU and RO 9 ) regulatory objectives are established for services provided by non-usp/non-incumbents, as shown on table 2. Even without regulatory objectives set out by the NRA or regulatory framework, the non- USP/non-incumbents measured and published the quality levels of services effectively offered according to parameters or common rules set by the NRA. This is the case in 3 of the ERGP countries, namely DK, RS and UK. For example, in DK, the non-usp/non-incumbents only have to publish the results and send a statement to the NRA while, in the UK, the non-usp/non-incumbents have to submit the consumer complaint numbers via Consumer Protection regulatory conditions. Table 2 Countries which have regulatory objectives for services provided by non-usp/non-incumbents Austria Germany Luxembourg 90% for D+2 delivery of letter items and 85% for D+3 delivery of parcel items 80% for D+1 and 95% for D+2 delivery of letter items (including registered mail) and 80% for D+2 delivery regarding parcel items 85% and 99% for D+2 and D+5 delivery, respectively, of items within the scope of the universal service Romania 80% for D+3 and 95% for D+5 8 German regulatory law does not differentiate the incumbent s services and those of its competitors, because the US provided not only the incumbent but also the entirety of postal service providers. 9 For the authorization regime in RO. 19

20 Table 3 below indicates which countries measure transit time and for which kind of services, namely: - Priority mail - Non-priority mail - Bulk mail - Newspapers and periodicals - Parcels - Registered items Table 3 Answers of 32 European countries concerning measurements of transit time which kind of services are measured Priority mail Non-priority mail Bulk mail Newspapers / periodicals Parcels Registered items AT BE - - BG CH CY CZ DE DK - - EE EL ES FI FR FY HR HU - IE IT - - LT LU LV MT - - NL NO PL PT - - RO RS SE SI SK - - UK Total Note: AT and ES did not differentiate between priority and non-priority mail. Non-priority mail is not applicable in CY, CZ, DE, EE, IE, IT, LU, MT, NL. SI doesn t differentiate on priority and non-priority mail.; the measurement is done for items of correspondence which includes, if compared to the definition of priority mail/non-priority mail, a broader range of services. 20

21 Priority mail is measured in all ERGP members, considering that AT, ES and SI did not differentiate between priority and non-priority mail. Parcels are measured in 14 of the 32 (44%) ERGP members, registered items in 8 of the 32 (25%) ERGP members, bulk mail in 5 of the 32 (16%) ERGP members and newspapers / periodicals in 3 of the 32 (10%) ERGP members. In 14 ERGP members, the non-priority mail is effectively measured, given that the following countries do not have non-priority mail: CY, CZ, DE, EE, IE, IT, LU, MT, NL, which indicates that, 14 of 23 (61%) of the ERGP members measured these services. Table 14 below gives details about the regulatory objective regarding cross-border services on the following issue: - Regulatory objectives related to cross-border services - Regarding cross-border flows - Source of such information Table 4 - Cross-border Information per Country Regulatory objectives regarding cross-border services Results regarding cross-border flows? Source Austria Yes Yes USP Belgium Yes Yes IPC Bulgaria Yes Yes IPC 10 Croatia Yes Yes USP Cyprus Yes Yes IPC Czech Republic No Yes USP Denmark Yes No / Estonia No Yes USP Finland Yes No / Former Yugoslav Republic of Macedonia Yes Yes USP 11 France Yes Yes IPC Germany Yes Other 12 IPC Greece Yes Yes IPC Hungary Yes Yes USP Ireland Yes Yes IPC Italy Yes Yes IPC The information was provided to the CRC by the USP, but the original source was the IPC. 11 The Postal Agency has the total flow of cross-border services of the USP, but does not have the specific information, i.e. concerning the results, the methodology used and the measurement. 12 Results regarding cross-border flows were delivered by the incumbent until New arrangements are in progress. 13 The data are generated by IPC, but are communicated to the regulatory authority by the USP. 21

22 Latvia No Yes IPC Lithuania Yes Yes IPC Luxembourg Yes Yes IPC Malta Yes Yes IPC Netherlands No No / Norway Yes Yes IPC Poland No No / Portugal Yes Yes USP 14 Romania Yes Yes IPC 15 Serbia Yes Yes USP Slovakia No No / Slovenia Yes Yes USP 16 Spain Yes Yes IPC Sweden No No / Switzerland Yes Yes USP 17 United Kingdom Yes Yes USP Total n.a. 25 out of the 32 (78%) ERGP countries have regulatory objectives for cross-border services. In 3 ERGP countries, there are regulatory objectives but the NRA does not obtain the results. But in one of them, it is temporary, since they are working to solve the issue. The information source is the USP or IPC. In 10 countries, it is the USP; in 15 countries, it is IPC. Of all the 32 countries, only Czech Republic, Estonia, Latvia, the Netherlands, Poland, Slovakia and Sweden answered that there are no regulatory objectives related to cross-border services. The remaining countries established objectives regarding D+3 and D+5 delivery, except for Malta (94%) and Belgium (90%), which established additional targets for the incoming cross-border mail regarding D+1 delivery. Concerning D+3 delivery, all countries set the target value at 85%, except for France (90%), Portugal (88%) and Austria (90% for cross-border extra-community priority letter mail items and postal parcel items). Czech Republic, Denmark, Estonia, Finland, France, Latvia, the Netherlands, Poland, Slovakia, Sweden, Switzerland and United Kingdom did not define a target value for cross-border extracommunity priority letter mail items and postal parcel items. Ireland and Serbia have regulatory objectives related to cross-border services, but did not indicate the target values for Based on info provided by IPC. 15 The data are generated by IPC, but are communicated to the regulatory authority by the USP 16 Based on info provided by IPC. 17 Idem 22

23 Concerning D+5 delivery, the countries set the target value at 97%, except Czech Republic, Denmark, Estonia, Finland, France, Latvia, the Netherlands, Poland, Slovakia, Sweden, Switzerland and the United Kingdom, which do not define a target value for cross-border extra-community priority letter mail items and postal parcel items. Ireland and Serbia have regulatory objectives related to crossborder services, but did not indicate the target values for Measurement of quality of service for single piece priority mail in 2013 In 2013, targets for measuring the transit time of end-to-end priority mail in the domestic postal market were established in 30 countries. There is a wide range of targets across the ERGP countries reflecting different national considerations and, as such, comparisons between ERGP countries cannot be drawn. Table 5 Targets and results of single piece priority mail (2013) D+1 D+2 D+3 D+4 D+5 Target Results Target Results Target Results Target Results Target Results AT 95,00 95,50 98,00 99,50 / 99,90 100,00 100,00 / / BE 90,00 95,70 97,00 99,24 / / / / / / BG 80,00 50,70 95,00 75,60 / / / / / / CH 97,00 97,60 / / / / / / / / CY 90,00 90,00 n.a. n.a. 97,00 97,00 / n.a. / / CZ 92,00 93,09 / / / / / / / / DE 80,00 91, ,00 / / / / / / / DK 93,00 93,20 / / / / / / / / EE 90,00 88,70 / / / / / / / / EL 87,00 90,50 / / 98,00 99,70 / / / / ES / / / / 93,00 96,56 / / 99,00 99,16 FI 80,00 90,20 / / / / / / / / FR 85, ,40 / / 99,00 99,30 / / / / FY / / / / / / / / / / HR 85,00 85,20 95,00 95,80 / / / / / / HU 90,00 92,80 / / 97,00 99,60 / / / / IE 94,00 / 20 / / 99,50 / / / / / IT 89,00 90,40 / / 98,00 99,20 / / / / LT 85,00 90,03 / / 97,00 99,56 / / / / LU n/a 97,06 85,00 99,63 99,00 n.a. n.a. n.a. / / 18 Only the transit times of the incumbent were measured. The target also applies for other service providers. 19 The target must be greater than or equal to Results are not currently available. 23

24 D+1 D+2 D+3 D+4 D+5 Target Results Target Results Target Results Target Results Target Results LV 90,00 90,53 / / / / / / / / MT 94,00 95,16 98,00 98,71 99,00 99,03 / / / / NL 95,00 95,80 / / / / / / / / NO / / / / / / PL / / / / PT / / / / / / RO / / / / / / RS / / / / / / / / / / SE / / / / / / SI , / / / / SK / / / / / / / / UK / / / / / / / / Total Average , The average value of results (D+1) in countries who answered the questionnaire was 87.61% in 2013 (27 countries provided information on the results obtained), which is lower than the previous year (88.29%). Table 5 above shows the countries that established targets for D+1, D+2, D+3 and other higher delivery, as well as their results. Based on this table, we can notice the following points: - 11 countries 23 established targets for D+2 delivery. Luxembourg (85%), Poland (90%) and Portugal (87%) 24 have the lowest targets, while Malta (98%) and Slovenia (99.5%) have the highest targets. Bulgaria (difference of 19.4% compared to the target) and Romania (difference of 26% compared to the target) failed to achieve their targets; - 14 countries 25 established targets for D+3 delivery. France, (99%), Ireland (99.5%), Luxembourg (99%), Malta (99%) and Slovenia (100%) have the highest targets. Poland (94%) and Spain (93%) presented relatively low targets compared to other countries, although results in Spain are above 96%; - Austria (100%) and Spain (99%) established targets for D+4 and D+5 respectively, and both have achieved the target. 21 D+1 applies to letters sent between any locations on Portugal s Mainland and D+2 applies to letters sent from, between or to any location of the Autonomous Regions of Azores and Madeira. 22 SI doesn t differentiate on priority and non-priority mail. SI measurement for D+1, D+2 and D+3 is done for items of correspondence which includes, if compared to the definition of single piece priority mail, a broader range of services. 23 BE, BG, DE, HR, LU, MT, PL, PT, RO, SI. 24 Applies to letters sent from, between or to any location of the Autonomous Regions of Azores and Madeira. 25 CY, EL, ES, FR, HU, IE, IT, LT, LU, MT, NO, PL, SE, SI. 24

25 AT BE BG CH CY CZ DE DK EE EL ES FI FR FY HR HU IE IT LT LU LV MT NL NO PL PT RO RS SE SI SK UK AT BE BG CH CY CZ DE DK EE EL ES FI FR FY HR HU IE IT LT LU LV MT NL NO PL PT RO RS SE SI SK UK ERGP (14) 24 report on QoS and end-user satisfaction Figure 1 shows that in countries 26 achieved their targets, while 5 countries 27 did not. Figure 1 Targets and results (D+1) in 32 European countries in Targets Results As figure 2 shows, in 2013, in comparison with 2012, 10 countries improved the quality of time measurement (D+1), while 14 countries did not. Two countries recorded the same quality of time measurement and the figures are not available yet in 2 other countries. Figure 2 Results (D+1) of 2012 and 2013 in 32 European countries AT, BE, CH, CY, CZ, DE, EL, FI, FR, HR, HU, IT, LT, LV, MT, NO, PT, SE, SI, SK, UK 27 BG, DK, EE, PL, RO 25

26 Table 6 below indicates which methodology each country has used for the measurement of single piece priority mail. All countries have used the European standard EN Table 6 Methodology for each country based on the quality of service for single piece priority mail in 2013 EN Count Country % AT, BE, BG, CH, CZ, DE, DK, EL, ES, FR, HR, HU, IE, IT, LT, LV, MT, NL, NO, PL, PT, RO, SE, SI 29, SK Measurement of loss or substantial delay in 2013 Countries that have regulatory objectives for loss or substantial delay regarding single piece priority mail, are shown in table 7. Only Portugal claimed to have regulatory objectives for loss or substantial delay. Portugal has a target for D+10 set at 99.85% for which the USP achieved a result of 99.87%. Regarding regulatory objectives for loss or substantial delay, about single piece non priority mail, only Portugal mentioned the existence of objectives. Portugal sets a target for D+15 delivery at 99.86% for which the result (99.85%) fell short by 0.01 pp. Regarding regulatory objectives for loss or substantial delay, about registered mail in 2013, only France mentioned the existence of objectives for these services. France reported that, in 2013, it had an indicator for loss or substantial delay, but that the target value was not defined. Table 7 Regulatory objectives for loss or substantial delay regarding single piece priority mail D+1 D+2 D+3 D+10 Target Results Target Results Target Results Target Results PT / / / / / / Total / / / / / / 1 1 Average / / / / / / EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece priority mail and first class mail 29 SI doesn t differentiate on priority and non-priority mail. The measurement standard EN is used in SI for items of correspondence which includes, if compared to the definition of single piece priority mail, a broader range of services. 26

27 Measurement of quality of service for single piece non-priority mail in 2013 Table 8 below presents the countries which have a regulatory objective for routing time for single piece non-priority mail. Table 8 Targets and results of single piece non-priority mail D+1 D+2 D+3 D+4 D+5 D+6 Target Results Target Results Target Results Target Results Target Results Target Results BE / / / / / / / / / BG / / / / / / / / CH / / / / / / / / / / DK 95,00 98,60 FI / / / / / / / / FR / / / / / / / / / / FY / / / / / / / / / HR / / / / / / / / / / HU / / / / / / / LU n.a n.a. n.a. n.a. / / / / LV / / / / / / / / / / NO / / / / / / / / PL / / / / / / / / PT / / / / / / / / / / RS / / / / / / SI / / / / / / SK / / / / / / / / / / UK / / / / or / / / / / / / Total Average Objective for the overall small consumer baskets which consists of 5 key services of single piece (priority, non-priority, inbound, registered and parcels). 31 SI doesn t differentiate on priority and non-priority mail. SI measurement for D+1, D+2 and D+3 is done for items of correspondence which includes, if compared to the definition of single piece priority mail, a broader range of services. 27

28 Based on this table we can notice the following points: - Only the Former Yugoslav Republic of Macedonia (85%) and Slovenia (95%) have target values regarding D+1 delivery. Slovenia (96.20%) exceeded the target value. Results for the Former Yugoslav Republic of Macedonia are not yet available and Luxembourg has results regarding D+1 (97,06%); - 9 countries 32 have targets concerning D+2 delivery. Bulgaria (80%) and Luxembourg (85%) have considerably lower targets than the other 7 countries especially when compared with Belgium (95%), Finland (95%) and Slovenia (99.6%). All countries achieved their targets except for Finland (difference of 2,3% compared to its target) and France (difference of 0,2% compared to its target). The average result was 94.5%; - 14 countries have targets concerning D+3 delivery. Hungary and Poland (85%) showed the lowest target while Luxembourg (99%), Serbia (98.6%), Slovenia (100%) and the United Kingdom (98.5%) presented the highest ones. Only Bulgaria (difference of 4,6% compared to its target) failed to achieve their targets. - Only Norway sets targets for D+4 (85%) and D+6 (97%) which are surpassed by the results, respectively 93.7% for D+4 and 97.3% for D+6; - Only Hungary (97%), Poland (97%) and Serbia (99.5%) set targets for D+5 delivery. These countries achieved and exceeded their targets with results equal to 99.3%, 98.4% and 100%, respectively. Table 9 below indicates which methodology each country has used for the measurement of single piece non-priority mail. Most countries (85%) used the European standard EN , but 2 countries (15%) used the EN Table 9 Methodology for each country based on the quality of service for single piece non-priority mail in 2013 Count Country % EN NO, SI EN BE, BG, CH, HR, DK, FR, HU, PL, PT, SK, UK BE, BG, FI, FR, FY, LU, RS, SI, SK. 33 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece non-priority mail and second class mail 34 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece priority mail and first class mail 35 SI doesn t differentiate on priority and non-priority mail. SI measurement for D+1, D+2 and D+3 is done for items of correspondence which includes, if compared to the definition of single piece priority mail, a broader range of services. 28

29 Measurement of quality of service for bulk mail in 2013 ERGP (14) 24 report on QoS and end-user satisfaction Table 10 below presents the countries which have a regulatory objective for routing time for bulk mail. Table 10 Targets and results of bulk mail (question 1.1.2) D+1 D+2 D+3 D+4 D+5 Target Results Target Results Target Results Target Results Target Results FR / / / 97,00 / / / / / / HU 90,00 36 / / / 97, , ,00 39 / / 97, ,50 41 IT / / / / 94,00 94,10 / / 98,00 98,40 LU n.a. 97,06 85,00 99,63 99,00 n.a. n.a. n.a. / / MT 94,00 94,35 98,00 97,87 99,00 98,28 / / / / SE 85,00 / / / 97,00 / / / / / Total Average n.a. n.a Based on this table, we can notice the following points: - Regarding D+1 delivery, only Hungary (for priority bulk items 90%), Malta (94%) and Sweden (85%) set targets for which Malta is the only one to have results (94.35%); - Regarding D+2 delivery, only Luxembourg (85%) and Malta (98%) set targets. France has results regarding D+2 (97%), but did not present the respective target value; - Regarding D+3 delivery, Hungary (97% for priority bulk mail and 85% for non-priority bulk mail), Italy (94%), Luxembourg (99%), Malta (99%) and Sweden (97%) established targets. Only Hungary (95% for non-priority bulk mail), Italy (94.1%) and Malta (98.28%) presented results; - None of the countries have targets regarding D+4 delivery; - Regarding D+5 delivery, only Hungary (97% for non-priority bulk mail) and Italy (98%) fixed quality targets. Both Hungary (99.5%) and Italy (98.4%) exceeded their targets. 36 Priority. 37 Idem 38 Non-priority. 39 Idem 40 Idem 41 Idem 29

30 Table 11 below indicates which methodology each country has used for the measurement of bulk mail. Most countries (75%) used the European standard EN but 1 country (25%) used the EN together with the EN Table 11 Methodology for each country, based on the quality of service for bulk mail in 2013 Count Country % EN DK 25 EN HU, MT, SE Measurement of quality of service for Newspapers/periodicals in 2013 Portugal established regulatory objectives for routing time for newspapers/periodicals. None of the countries established regulatory objectives for loss or substantial delay for newspapers/periodicals. 42 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for bulk mail 43 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece priority mail and first class mail 44 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece non-priority mail and second class mail 30

31 Measurement of quality of service for parcels in 2013 Table 12 below presents the countries which have a regulatory objective for routing time for parcels. Table 12 Targets and results of parcels (question 1.1.2) D+1 D+2 D+3 D+4 D+5 D+6 Target Results Target Results Target Results Target Results Target Results Target Results AT / / 90,00 94,44 / / / / 100,00 / / / BE 95, , , ,86 48 / / / / / / / / BG 80,00 89,70 95,00 99,50 / / / / / / / / CH 95,00 97,30 95,00 97,70 / / / / / / / / DE / / 80,00 / / / / / / / / / DK 93,00 96,50 ES / / / / 80,00 81,10. / / 95,00 88,90 / / FR / / 88,00 89,40 / / 98,50 99,10 / / / / FY / / 70,00 / 75,00 / / / 80,00 / / / HU / / 85,00 98,60 95,00 99,70 / / / / / / IT / / / / 94,00 93,80 / / / / / / LV / / / / / / 98,00 / / / / / MT 98,00 98,81 99,00 99,61 99,00 99,75 / / / / / / NO / / / / / / 85,00 88,40 / / 97,00 98,20 PL 80,00 76,80 / / 90,00 97,80 / / / / / / PT / / / / 92,00 95,50 / / / / / / RO / / 85,00 / / / 97,00 / / / / / SI / / 80,00 100,00 95,00 100,00 / / / / / / SK / / 93,00 99,34 93,00 99,17 / / / / / / UK 93,00 and/or 91,50 / / / 98,50 or 90,00 / / / / / / / Total Average Based on this table, we can notice the following points: - Regarding D+1 delivery, only Belgium (95%), Bulgaria (80%), Denmark (93%), Malta (98%), Poland (80%), Switzerland (95%) and the United Kingdom (93% and/or 91.5%) set targets. Of 45 Objective for the overall small consumer baskets which consists of 5 key services of single piece (priority, non-priority, inbound, registered and parcels). 46 Parcels with delivery standard D Objective for the overall small consumer baskets which consists of 5 key services of single piece (priority, non-priority, inbound, registered and parcels) 48 Parcels with delivery standard D+2. 31

32 these countries only Poland failed to achieve the defined target (difference of 3,2% compared to the target) and United Kingdom did not present the results; - Regarding D+2 delivery, 12 countries 49 stated to have targets. Belgium, Bulgaria, Switzerland (95%) and Malta (99%) presented the highest targets while the Former Yugoslav Republic of Macedonia (70%), Germany, Slovenia (80%) and Romania (85%) established the lowest ones. The average target was 87.92%. The countries that presented their results exceeded their goals. - Regarding D+3 delivery, 10 countries 50 established quality targets. Hungary (95%), Italy (94%), Malta (99%, same as D+2), Slovenia (95%) and the United Kingdom (98.5%) presented the highest target values while the Former Yugoslav Republic of Macedonia (75%) and Spain (80%) presented the lowest ones. Only Italy failed to achieve its target (difference of 0,2% compared to the target). Results are not available for the Former Yugoslav Republic of Macedonia and the United Kingdom. - Only France (98.5%), Latvia (98%), Norway (85%) and Romania (97%) have targets regarding D+4. Only France (99.1%) and Norway (88.4%) presented results. - Regarding D+5 delivery, only Austria (100%), the Former Yugoslav Republic of Macedonia (80%) and Spain (95%) have targets. None of the countries presented results except Spain, which presented results (88,9%) below the target of 95%. - Regarding D+6 delivery, only Norway (97%) has a target, which was achieved (98.2%). Table 13 below indicates which methodology each country has used for the measurement of parcels. Most countries (50%) used the European standard TR but 2 countries (25%) used another standard, 1 country (12,5%) used the standard EN and 1 country (12,5%) used the EN13850 together with the EN Table 13 Methodology for each country, based on the quality of service for parcels in 2013 Question: For the service for parcels in 2013, please specify the methodology used for the measurement: Count Country % EN NO 12,5 TR BE, MT, PL, SI 50,0 EN 13850/EN SK 12,5 Other 2 BG 54, CH 25,0 49 AT, BE, BG, CH, DE, FR, FY, HU, MT, RO, SI, SK. 50 ES, FY, HU, IT, MT, PL, PT, SI, SK, UK. 51 TR is a CEN standard for Postal Services Quality of Services Measurement of the transit time for parcels by the use of a track and trace system. 52 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece priority mail and first class mail 53 EN is a CEN standard for Postal Services Quality of Services Measurement of the transit time for single piece non-priority mail and second class mail 54 Using data from the datestamp. 32

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