КЕВР monitors 15 indicators. kazva.bg covers ПК13.
All 42 Bulgarian water utilities must track complaint response times. Non-compliance affects business plan approval and price regulation.
Mandatory Requirement
НРКВКУ (КЕВР quality regulation) imposes 15 quality indicators (ПК1–ПК15) on all 42 ВиК operators in Bulgaria:
- ПК13: Response time to written complaints — ratio of responses within 14 days to total complaints
- КЕВР publishes annual comparative sector analysis
- Non-compliance affects business plan approval and price regulation
kazva.bg provides the customer-facing feedback layer that complements КЕВР's operational metrics with perception data.
Наредба за регулиране на качеството на водоснабдителните и канализационните услуги (НРКВКУ), adopted by КЕВР
What the law requires
ПК13 — complaint response within 14 days
kazva.bg: Covered
Annual quality reporting to КЕВР
kazva.bg: Partial
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| ISO 24510:2024 | Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users User needs/expectations assessment | Requires assessment of whether user needs and expectations are met. kazva.bg provides exactly this perception data. |
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Water utilities with ISO 9001 certification must demonstrate systematic customer satisfaction measurement. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 25+ |
| Average | 10–24 |
| Poor | <10 |
Ofwat C-MeX 2024-25: UK average 73.99/100, top Northumbrian Water 80.36; npsBench 2024: Energy/Utilities USA 15, Canada 16
Utilities consistently score the lowest NPS globally (~15). Complaints are rising across the sector.