HACCP requires traceability. kazva.bg on every package.
Customer complaints trigger corrective action under HACCP. BRC v9 demands documented complaint handling with root cause analysis.
Mandatory Requirement
EU Regulation 852/2004 / HACCP is mandatory for all food businesses in the EU:
- Customer complaints trigger corrective action investigation (Principle 5)
- Complaint data must be analyzed for trends
BRC Global Standard v9 (de facto mandatory for suppliers to major EU retailers — 30,000+ certified sites globally):
- §3.10: Complaints must be recorded, investigated, root cause analyzed
- §3.11: Annual Complaint Analyzer required — monitoring trends and patterns
kazva.bg QR codes on packaging (14-15% scan rate) capture consumer feedback that feeds HACCP/BRC complaint monitoring systems.
Regulation (EC) No 852/2004 on food hygiene (HACCP); BRC Global Standard for Food Safety, Issue 9
What the law requires
Complaint investigation and corrective action (HACCP Principle 5)
kazva.bg: Covered
Complaint trend analysis (BRC §3.11)
kazva.bg: Covered
Root cause analysis for complaints (BRC §3.10)
kazva.bg: Partial
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС EN ISO 22000:2018 | Food safety management systems §7.4.2 External communication | Requires systematic customer communication and complaint handling. kazva.bg QR codes on packaging provide the direct consumer feedback channel. |
| БДС ISO 10002:2018 | Quality management — Customer satisfaction — Complaints handling Full standard | THE complaints handling standard — kazva.bg captures, categorizes, and tracks consumer complaints from product packaging. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 30+ |
| Average | 15–29 |
| Poor | <15 |
CustomerGauge: CPG avg NPS 41 (B2B); npsBench 2024: Packaged Food USA/Canada 22
FMCG NPS benchmarks are predominantly B2B (distributor relationships), not consumer-facing. Top performers: Heineken 76, AB InBev 56.