I.S. CEN TS 14773:2004

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Loss as a quality of service indicator
  4.1 General
  4.2 Calculation and presentation of loss and
      substantial delay
      4.2.1 General
      4.2.2 Period after which an item is considered
            to be lost or substantially delayed
      4.2.3 Service performance indicator
5 Methodology
  5.1 General
  5.2 Estimators
      5.2.1 General
      5.2.2 Accuracy
      5.2.3 Measurement results
      5.2.4 Calculation of the accuracy
      5.2.5 Aggregation of results
  5.3 Validation and control of panellist information
      5.3.1 General
      5.3.2 Panellist requirements
      5.3.3 Validation of information
  5.4 Treatment of clusters of lost items
6 Test mail characteristics
7 Report
8 Quality control and auditing
Annex A (normative) Calculation of the accuracy of the
        estimator of the performance indicator
Annex B (normative) Panellist management and validation
  B.1 Management, guidance, training and monitoring of
      panellists
  B.2 Item validation
  B.3 Panellists validation
Annex C (normative) Quality control and auditing
  C.1 General
  C.2 Sending test items
  C.3 Receiving test items
Annex D (informative) Use of different rules for defining
        substantial delay
  D.1 General
  D.2 Circumstances when additional analysis is appropriate
  D.3 Reporting requirements for additional analyses
Annex E (informative) Experience of measuring loss
  E.1 General
  E.2 Experience in Portugal
      E.2.1 General
      E.2.2 Brief description of the Portuguese system
  E.3 Experience in United Kingdom
  E.4 Experience in Germany
  E.5 Comments from International Post Corporation
      E.5.1 General
      E.5.2 Response Rates (Referring to requirements under
            5.3)
      E.5.3 Clustering (Referring to requirements under 5.4)
      E.5.4 Sample sizes (Referring to Annex A)
      E.5.5 Matching reality
  E.6 Comments from France
      E.6.1 General
      E.6.2 Panel efficiency rate
      E.6.3 Confirmation procedures
  E.7 Concluding Remarks
Bibliography

Covers methods for measuring the level of loss and substantial delay, using a survey of test letters, of domestic and cross-border priority and first class single piece letter mail, collected, processed and distributed by postal service operators.