Hristo Georgiev, from the Client.BG team.
We will learn more about how more can be done for the customer in Bulgaria.
The idea is to improve the quality of service. 'In business, you get what someone else wants to get'. There are satisfied and dissatisfied customers. The website allows you to express your opinion in both cases. And companies can respond to that opinion.
Anyone can publish their opinion. But to verify authenticity, registration is required. Why? There are many forums and websites where you can trash a company anonymously. We want to protect ourselves from that. We want real opinions about real problems or real positive results.
Once the opinion is submitted, we automatically notify the company. We send the opinion and the contact details of the person who submitted it via email. We are not assuming the function of state control bodies; we want to be intermediaries between the two parties. That is why we are also registered under the Personal Data Protection Act.
The company can respond, but registration is necessary. The right of reply is also not anonymous. About 10% are companies that provide a response. Which is good, given that the website has not yet gained momentum, as it is new.
Until now, this communication happens over the phone, with personal email correspondence. But when you see that the company is responsible and provides a response, the reaction often changes from negative to positive.
How long does the process take from the first opinion to the end? Doesn't the customer get tired of waiting?
Once we review some opinion, if the customer has filled in information about the company, if there is an email, we send it immediately. We aim to contact the company within the day. When the company resolves the issue, it happens the same day.
Is this a non-commercial project?
In principle, we have a business model, but our decision is to wait with the project. If we don't make a profit, at least it should be worth the effort we have invested. The project is more likely not to be commercial. That is why the Client.BG association was created.
What is the ratio? Rather, companies are misunderstood or they correct themselves.
There are both. There are drastic cases of incorrectness.
Can you realistically not investigate whether the problem is 100% real?
Yes, our goal is not to investigate the case in depth. Our goal is to create accountability.