КРС requires quality. kazva.bg measures it.
EU Directive 97/67/EC and Bulgarian ЗПУ mandate complaint handling and annual quality reporting for postal service providers.
Mandatory Requirement
ЗПУ (Postal Services Act), чл. 13, 15:
- КРС (Communications Regulation Commission) sets quality standards for the universal postal service
- Standards cover delivery timeframes, regularity, and reliability
- Annual quality measurement and reporting by КРС
- Providers must maintain systems for user feedback, complaints, and quality records
EU Directive 97/67/EC (Postal Services Directive) mandates complaint handling and annual quality reporting at the EU level.
Enforcement: КРС — potential license revocation for non-compliance.
Закон за пощенските услуги (ЗПУ), чл. 13, 15; Directive 97/67/EC of the European Parliament and of the Council on postal services
What the law requires
Quality standards for universal postal service (ЗПУ чл. 13)
kazva.bg: Partial
User feedback and complaint systems (ЗПУ чл. 15)
kazva.bg: Covered
Annual quality reporting to КРС
kazva.bg: Partial
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| EN 13850:2020 | Postal services — Quality of service — Measurement of the transit time of end-to-end services for single piece priority mail and first class mail Delivery speed measurement | kazva.bg complements EN 13850 transit time measurement with customer perception data — the satisfaction dimension that operational metrics miss. |
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Postal providers with ISO 9001 certification must demonstrate systematic customer satisfaction measurement. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 40+ |
| Average | 20–39 |
| Poor | <20 |
Posta Slovenije NPS 84 (2024, benchmark-setting); IPC UNEX 2023: 3-day delivery rate 56.6%
NPS is rarely used systematically in postal services — QoS metrics dominate. Letter mail quality is declining globally; parcel services remain stable.