The regulator requires evidence. kazva.bg documents it.
Quarterly satisfaction surveys and an annual quality report by July 31 — mandatory for every social service provider in Bulgaria.
Mandatory Requirement
Наредба за качеството на социалните услуги imposes strict, recurring feedback obligations on all social service providers:
- Чл. 24: Periodic quality monitoring through user and family surveys (анкети). Internal quality control at least once every 3 months.
- Чл. 30: Annual satisfaction surveys — results must be documented.
- Чл. 37-39: Complaint handling with documented responses.
- Чл. 54: Annual quality report due by July 31.
Enforcement: АКСУ (Agency for Quality of Social Services) can suspend or revoke registration for non-compliance.
Наредба за качеството на социалните услуги, adopted under Закон за социалните услуги (2020)
What the law requires
Quarterly user/family satisfaction surveys (чл. 24)
kazva.bg: Covered
Annual satisfaction surveys with documented results (чл. 30)
kazva.bg: Covered
Complaint handling with documented responses (чл. 37-39)
kazva.bg: Covered
Annual quality report by July 31 (чл. 54)
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Social service providers with ISO 9001 certification must demonstrate systematic user satisfaction measurement. |
| БДС ISO 10004:2018 | Customer satisfaction — Monitoring and measuring §7 Operation | Provides the satisfaction measurement methodology framework that complements the regulatory requirements. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 25+ |
| Average | 10–24 |
| Poor | <10 |
UK ASCS 2024-25: Official statistics on social care outcomes; King's Fund reports
NPS is virtually never used in social care globally. Quality is measured through inspections and surveys. Historically underfunded sector.