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
Regulation on the Quality of Social Services imposes strict, recurring feedback obligations on all social service providers:
- Art. 24: Periodic quality monitoring through user and family surveys. Internal quality control at least once every 3 months.
- Art. 30: Annual satisfaction surveys - results must be documented.
- Art. 37-39: Complaint handling with documented responses.
- Art. 54: Annual quality report due by July 31.
Enforcement: ASQA (Agency for the Quality of Social Services) can suspend or revoke registration for non-compliance.
Regulation on the Quality of Social Services, adopted under the Social Services Act (2020)
Social Care Quality Regulation: Quarterly Surveys and Annual Reports Without Exception
Social care providers across Europe face increasingly rigorous quality monitoring requirements. In Bulgaria, over 3,000 providers deliver social services — from residential care homes for the elderly and centers for children with disabilities to day centers and mobile support teams. The Regulation on the Quality of Social Services (effective July 2022) mandates quarterly user and family satisfaction surveys (Art. 24) and annual satisfaction studies with documented results (Art. 30). The Agency for the Quality of Social Services (ASQA) conducts both scheduled and unscheduled inspections, and can recommend license revocation for systematic non-compliance.
Challenges with Vulnerable Populations
Social services serve vulnerable groups — the elderly, people with disabilities, children at risk. Paper-based surveys are unsuitable for many of these users due to physical, cognitive, or language barriers. kazva.bg offers adapted questionnaires with simplified interfaces and emoji-based scales, accessible via QR codes or tablets on-site. Family members of service users can respond remotely via a shared link.
The mandatory annual quality report (Art. 54, due by July 31) is generated automatically — with NPS trends, categorized comments, and quarter-over-quarter comparisons. NPS is virtually never used in social care globally; quality is measured through inspections and user surveys. This makes structured, digital feedback infrastructure all the more critical for providers who need to demonstrate continuous quality improvement to regulators.
What the law requires
Quarterly user/family satisfaction surveys (Art. 24)
kazva.bg: Covered
Annual satisfaction surveys with documented results (Art. 30)
kazva.bg: Covered
Complaint handling with documented responses (Art. 37-39)
kazva.bg: Covered
Annual quality report by July 31 (Art. 54)
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| 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. |
| 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.