Division 2.3 Product and service quality management

The entrusted entities shall put in place appropriate internal processes to ensure the high level quality of the services. This shall address at least the verification of the technical properties of (all or a sampled subset of) the service products, including quantitative evaluation where appropriate, as well as gathering feedback on the satisfaction of users with the service products.

Beyond the internal process, the services shall provide a set of performance level indicators to support monitoring at programme level [in accordance with section 4].