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.
Consumer Protection Act (ЗЗП): All merchants MUST provide complaint handling procedures. CPC (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.
EN ISO 9001:2015, §9.1.2; Consumer Protection Act (Bulgaria)
Retail Customer Feedback: From Obligation to Competitive Advantage
The retail sector across Europe generates trillions in annual revenue, and every chain holding ISO 9001 certification — which includes most national retailers — must present evidence of systematic customer satisfaction measurement during annual audits. Paper complaint books and generic email addresses no longer satisfy auditor expectations. QR codes at the checkout or on the shelf give customers the ability to rate their experience on the spot, in real time. The data directly satisfies ISO 9001 section 9.1.2's requirement for monitoring customer perceptions — without additional documentation overhead.
Consumer Protection and Complaint Handling
Consumer protection legislation across EU member states requires every merchant to provide a complaint handling mechanism. National consumer protection commissions handle escalated complaints, typically with decision deadlines of 14 days. Retailers that proactively collect and act on feedback reduce the volume of formal regulatory complaints by up to 60% (HappyOrNot, 2025). kazva.bg tracks every complaint and generates trend analysis — evidence for consumer protection compliance that both auditors and regulators accept.
Retail NPS is improving strongly (+6 year-over-year according to Retently 2025), with in-store satisfaction rates among the highest across all industries at 91.8% globally (HappyOrNot 2025). The retailers that measure systematically are the ones driving these improvements — those that do not measure cannot manage.
What the law requires
Complaint handling procedures (Consumer Protection Act - 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 |
|---|---|---|
| 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. |
| ISO 10004:2018 | Customer satisfaction - Monitoring and measuring §7 Operation | THE satisfaction measurement standard - provides the methodology framework for in-store QR feedback systems. |
| ISO 10002:2018 | Quality management - Customer satisfaction - Complaints handling Full standard | Complaint tracking that satisfies Consumer Protection Act 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.