ISO 9001 demands evidence. kazva.bg provides it.
Every ISO 9001-certified retailer must demonstrate systematic customer satisfaction measurement. kazva.bg is that evidence.
Voluntary Standard
ISO 9001:2015, §9.1.2 requires every certified organization to systematically monitor customer perceptions and provide evidence of satisfaction measurement during audits.
Закон за защита на потребителите (ЗЗП): All merchants MUST provide complaint handling procedures. КЗП (Consumer Protection Commission) handles escalated complaints with decisions within 14 days.
While no industry-specific mandatory satisfaction survey exists, ISO 9001 certification — held by most major retailers — makes systematic feedback collection a de facto requirement.
БДС EN ISO 9001:2015, §9.1.2; Закон за защита на потребителите (ЗЗП)
What the law requires
Complaint handling procedures (ЗЗП — mandatory for all merchants)
kazva.bg: Covered
Systematic customer satisfaction measurement (ISO 9001 §9.1.2)
kazva.bg: Covered
ISO audit evidence for certification
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Every ISO 9001-certified retailer MUST demonstrate systematic customer satisfaction measurement. kazva.bg IS this evidence. |
| БДС ISO 10004:2018 | Customer satisfaction — Monitoring and measuring §7 Operation | THE satisfaction measurement standard — provides the methodology framework for in-store QR feedback systems. |
| БДС ISO 10002:2018 | Quality management — Customer satisfaction — Complaints handling Full standard | Complaint tracking that satisfies ЗЗП requirements and provides ISO audit evidence. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 40+ |
| Average | 22–39 |
| Poor | <22 |
Retently 2025: E-commerce/Retail NPS = 59 (+6 YoY); XMI 2024: Grocery NPS = 34.3; HappyOrNot 2025: Global in-store satisfaction = 91.8%
Retail NPS is improving strongly (+6 YoY). In-store satisfaction rates are among the highest across all industries.