The law requires it. kazva.bg delivers.
Every public administration must survey citizen satisfaction. Annually. With a report due April 1.
Mandatory Requirement
Наредба за административното обслужване, чл. 24 mandates that all administrative bodies must systematically collect citizen feedback and measure satisfaction.
- Ал. 1: Administrative bodies MUST create opportunities for feedback and periodically research satisfaction
- Ал. 2: Five mandatory methods: (1) surveys, (2) staff consultations, (3) mystery shopper, (4) complaint analysis, (5) media monitoring
- Ал. 3: All five methods are MANDATORY — not optional
- Ал. 8: Annual report by April 1 — published on the institution's website
Чл. 25: Must follow an approved methodology for measuring and managing satisfaction.
Наредба за административното обслужване, adopted by Council of Ministers Decree No. 246/2006, last amended SG No. 9/2020
What the law requires
Surveys (анкетни проучвания)
kazva.bg: Covered
Staff consultations
kazva.bg: Not covered
Mystery shopper assessments
kazva.bg: Covered
Complaint analysis
kazva.bg: Covered
Media monitoring
kazva.bg: Not covered
Annual report by April 1
kazva.bg: Covered
Approved satisfaction measurement methodology
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | kazva.bg IS the systematic customer satisfaction measurement that ISO 9001 auditors require as evidence. |
| БДС ISO 10004:2018 | Customer satisfaction — Monitoring and measuring §7 Operation | THE customer satisfaction standard — kazva.bg's NPS + open text + MC model aligns perfectly. |
| БДС ISO 18091:2019 | Quality management systems — Guidelines for ISO 9001 in local government Annex A diagnostic, Annex B processes | Municipal-specific adaptation of ISO 9001 — kazva.bg provides the citizen feedback data the standard requires. |
CAF 2020 — 94+ Municipalities in Bulgaria
The Common Assessment Framework (CAF 2020) is the EU quality framework for public administration. Criterion 6 (Citizen/Customer-oriented Results) requires systematic citizen satisfaction measurement.
- Subcriterion 6.1: Perception measurements — what citizens think. NPS maps directly here.
- Subcriterion 6.2: Performance measurements — internal indicators vs targets.
94+ Bulgarian administrations have implemented CAF (2019-2022 ОПДУ/EU project), with 1,435 officials trained in organizational self-assessment. National CAF Resource Center at IPA (Institute of Public Administration).
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 30+ |
| Average | 15–29 |
| Poor | <15 |
ACSI Federal Government 2025: 70.4/100
No European municipal NPS benchmark exists. Bulgaria has no native customer satisfaction measurement standard — kazva.bg fills this gap.