The service quality
Certification: how does it work?
Since 2002, STIB has committed to a quality certification process for its services under NF Service standards (CEN certification). In 2014, for the first time, 100% of the network was "service quality" certified by the independent French body AFNOR Certification. This certification is the result of objective assessments of the quality of services offered to passengers, whether in terms of punctuality, cleanliness, the attitude of staff or passenger information.Since May 2019, following an update of the standard, STIB has been awarded a single NF Service (or CEN) certification for all the services offered to passengers.A committee of representatives from STIB, the Region and customers meets every year to develop a set of service commitments. Most of the measurements are made by "mystery customers". Others are calculated automatically by IT systems.The certificate is valid for 3 years, and every year STIB must demonstrate that the annual results of the daily assessments by the mystery customers or IT systems reach the requirements.
Since being better organised and more coherent allows the company to offer a better service to its customers, STIB improves its performance by deploying the Quality Management System according to the ISO9001 standard.In 2019, the Legal and Field Support entities began the process of optimising their organisation. They will undergo certification in 2020.By 2019, 71% of the company's employees will be ISO9001 certified.