How is quality of service measured?
Since 2002, STIB has committed to a quality certification process for its services under NF Service standard (NF 281 – EN 13816 certification). In 2014, for the first time, 100% of the network was "service quality" certified by the independent French body AFNOR Certification. These certifications are the result of objective assessments of the quality of the services offered to passengers, whether in terms of punctuality, cleanliness, the attitude of staff or passenger information.
A committee of representatives from STIB, the Region and customers meets every year to develop a set of commitments. Most of the measurements are made by "mystery shoppers". Others are calculated automatically using IT surveys.
The certificate is valid for three years, but every year STIB must demonstrate that the annual results of the daily assessments by the mystery customers or IT systems meet the requirements.