ISO 22483 recommends it. kazva.bg delivers.
Guest satisfaction measurement through questionnaires and feedback forms — explicitly required by ISO 22483 Clause 12.
Voluntary Standard
ISO 22483:2020 (Hotel Service Requirements), Clause 12 explicitly requires guest satisfaction measurement through questionnaires and feedback forms. All results must be recorded and stored.
Covers: staff, service, events, entertainment, safety, maintenance, cleanliness, and overall guest satisfaction.
Bulgarian context: Закон за туризма requires categorization with on-site quality inspections every 5 years. Complaint handling through КЗП. No explicit satisfaction survey mandate exists — but ISO 22483 provides the international quality framework.
ISO 22483:2020 Hotels and similar accommodation — Service requirements; Закон за туризма
What the law requires
Guest satisfaction measurement through questionnaires (ISO 22483 §12)
kazva.bg: Covered
Feedback forms at key touchpoints
kazva.bg: Covered
Recording and storing all satisfaction results
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС ISO 22483:2020 | Hotels and similar accommodation — Service requirements §12 Guest satisfaction | Explicitly requires guest satisfaction measurement through questionnaires. kazva.bg's QR-based collection is a modern implementation. |
| БДС ISO 21401:2019 | Tourism and related services — Sustainability management system for accommodation establishments Guest feedback on sustainability | Sustainable tourism certification requires guest feedback — kazva.bg captures sustainability-related satisfaction data. |
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Hotels with ISO 9001 certification must demonstrate systematic guest satisfaction measurement for auditors. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 45+ |
| Average | 25–44 |
| Poor | <25 |
npsBench 2024: Hotels USA 45, Canada 43; Shiji ReviewPro GRI 2025: Global 86.7% (+0.5pp YoY), Europe 86.3%
Tourism satisfaction is improving for the 4th consecutive year globally. Hotels rank among the highest NPS categories.