CRC requires quality. kazva.bg measures it.
EU Directive 97/67/EC and the Bulgarian Postal Services Act (ЗПУ) mandate complaint handling and annual quality reporting for postal service providers.
Mandatory Requirement
Postal Services Act (ЗПУ), Art. 13, 15:
- CRC (Communications Regulation Commission) sets quality standards for the universal postal service
- Standards cover delivery timeframes, regularity, and reliability
- Annual quality measurement and reporting by CRC
- 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: CRC - potential license revocation for non-compliance.
Postal Services Act (ЗПУ), Art. 13, 15; Directive 97/67/EC of the European Parliament and of the Council on postal services
The Postal Sector: Universal Service Under Regulatory Control
EU Directive 97/67/EC (as amended by 2008/6/EC) requires every member state to maintain quality standards for the universal postal service and a system for handling complaints. Across Europe, designated universal service operators — from national postal incumbents to private courier companies — are subject to licensing and oversight by national regulatory authorities. These regulators set quality standards, conduct annual measurements, and can revoke licenses for non-compliance. EN 13850:2020 standardizes the measurement of transit times, but covers only the operational metric. The perception dimension — what customers actually think about the service — remains uncovered by any mandatory standard.
Quality Reporting and the Perception Gap
National postal regulators publish annual quality reports based primarily on operational metrics — delivery timeframes and complaint volumes. What is consistently missing is systematic customer satisfaction data. kazva.bg fills this gap: QR codes at service counters and on parcels allow customers to rate the service at the moment of receipt. Data is aggregated by location, operator, and time period — information that directly supports both the regulator's annual report and the operator's internal quality management.
Letter mail quality is declining globally as volumes drop, while parcel services remain stable due to e-commerce growth. This divergence makes customer perception data more valuable than ever: operators need to understand not just delivery speed but overall service satisfaction to allocate resources effectively across declining and growing segments.
What the law requires
Quality standards for universal postal service (Art. 13)
kazva.bg: Partial
User feedback and complaint systems (Art. 15)
kazva.bg: Covered
Annual quality reporting to CRC
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. |
| 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.