Foreword
Introduction
1 Scope
2 Normative References
3 Terms and definitions
4 Availability of information as a QoS Indicator
  4.1 General
  4.2 Structural Characteristics
      4.2.1 General
      4.2.2 A: Type of Access Point
      4.2.3 B: Type of Information Channel
      4.2.4 C: Type of Information
      4.2.5 D: Type of Indicator
  4.3 Quality Indicators
      4.3.1 Address of a Postal Access Point
      4.3.2 Location of a Postal Access Point at
            a given Address
      4.3.4 Opening Hours
      4.3.5 Universal Services
      4.3.6 Last Collection Time (Posting Time/Acceptance
            Time)
      4.3.7 Access to Complaint Management
            & Compensation
5 Methodology
  5.1 General
  5.2 Representative Sample Design
  5.3 Geographical Stratification
      5.3.1 General
      5.3.2 Stratification parameters
      5.3.3 Stratification
  5.4 Discriminant Access Point Characteristics
      5.4.1 Role of the Access Point in the Measurement
      5.4.2 Discriminant Types of Access Points
            on Local Level
      5.4.3 Sources of Information on nationwide level
  5.5 Estimators
      5.5.1 General
      5.5.2 Accuracy
      5.5.3 Measurement results
      5.5.4 Calculation of the accuracy
  5.6 Weighting of the results
      5.6.1 Weighting according to the sample design
      5.6.2 Weighting due to failed measurement
            or invalid answers
      5.6.3 Changes of access point characteristics
            and population density
      5.6.4 Aggregation of results
6. Mystery Shopper Approach
   6.1 General
   6.2 Type of Information Channel
       6.2.1 Visit at the Access Point
       6.2.2 National Telephone Hotline
       6.2.3 National Website
7 Report
  7.1 Timing
  7.2 Content
8 Quality Control & Auditing
Annex A (normative) Quality control and auditing
      A.1 Quality control
          A.1.1 Statistical design
          A.1.2 Conducting Mystery Shopper Visits
          A.1.3 Data collection
          A.1.4 Data analysis
          A.1.5 Reporting
          A.1.6 Archiving
          A.1.7 Quality control and Information Technology (IT)
      A.2 Auditing
          A.2.1 Scope of the auditing process
          A.2.2 Access Point Audit
          A.2.3 Stability of the parameters
          A.2.4 Instructions given to the mystery shoppers
          A.2.5 General audit of the system
Annex B (informative) Possible Dimensions of the Monitor
      B.1 General Remarks
      B.2 Class One Indicators
      B.3 Class Two Indicators
      B.4 Considerations prior to implementation:
Annex C (informative) Assistance for special needs
Bibliography