BORICA - 29 Offices Across the Country
Customer feedback via QR code at every counter. Automatic notifications and a real-time management dashboard by office and location.
The Challenge
BORICA manages Bulgaria's payment infrastructure with 29 offices across the country. There was no mechanism for customer feedback - it was unclear how different offices were performing and where improvement was needed.
Without timely data, service issues remained invisible until the next complaint. And comparing offices was impossible.
The Solution
kazva.bg provided QR codes for every counter across 29 offices. The customer rates the service in 30 seconds - anonymously and without registration.
Management gets the data in real time - by office, by period, with specific comments. On a low rating, an automatic notification follows. Comparing offices is possible for the first time.
Results
Customers get an easy way to share their opinion - right at the counter, in seconds. Management sees the real picture by office and period - not once a year, but continuously.
Service issues surface on time. And the data provides a basis for comparing offices and making specific improvement decisions.
How it works
29 offices. One management dashboard.
Scans
QR code at the office exit
Rates
Anonymously, on a scale of 1-10
Selects service
Indicates a service from the list
Gives reason
Selects what the rating is based on from a ready-made list
Try it yourself
This is exactly what the employee sees. Takes 30 seconds – no registration, fully anonymous.
- In seconds
- Anonymous
- No installation
What BORICA got
Management dashboard
A real picture of service across 29 offices - by location, by period, in real time.
Automatic notifications
On a low rating at a given office, management receives a notification with details.
Office comparison
For the first time, objective service comparison across all locations is possible.
Automatic reports
Overview by chosen period - which offices stand out and where attention is needed.
Transformation
Before
- ✕ No customer feedback from the offices
- ✕ Problems only visible after a complaint
- ✕ No way to compare 29 offices
- ✕ No mechanism for rapid response
With kazva.bg
- ✓ Real-time data from 29 offices
- ✓ Customer rates in seconds at the exit
- ✓ Comparison between offices and periods
- ✓ Automatic notifications on low ratings
In practice
Three ways BORICA uses kazva.bg
Counter service
QR code at the exit of every office. The customer rates the service in seconds.
Office comparison
Management sees which offices perform well and where attention is needed.
Fast response
On a low rating, a notification follows. The problem is addressed on time, not months later.
Gallery
Implementation
Three steps to first results
Design
We adapt the questions for BORICA - structure of 29 offices, services, and visual design.
Launch
We provide QR codes and materials. We set up the management dashboard, notifications, reports, and access permissions.
First results
Real-time data by office and period, with specific comments and automatic notifications.
Approach comparison
| kazva.bg | No feedback | |
|---|---|---|
| Data | Real-time | Only on complaint |
| Comparison | Across 29 offices | Impossible |
| Notifications | Automatic, real-time | None |
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