Quality Score

The quality score helps you perform better because it's based on the service standards most important for customer experience. This gives you more guidance and allows you to focus on improvement, while together we ensure quality on the bol platform.

We've added two service standards compared to the performance score. We also now measure over a longer period. This provides a more complete and fair picture and gives you more time to adjust.

In short:

• You get a more stable score
• The score better reflects what customers find important
• You get more time and control to improve effectively

This way, together, we ensure better results and satisfied customers.

The quality score is a weighted average of 5 service standards. We measure this over a period of 22 weeks. The higher your score on the service standards, the higher your quality score. This score ranges from 0 to 100. Partners must achieve a minimum score of 65. With a score of 70 or higher, you receive extra benefits.

You find your quality score in your seller account under the tab ‘quality score’. Here you see:

• your total score: we use this score to determine whether you are eligible for benefits such as Select Deals and to check whether you meet the minimum quality requirements (score higher than 64);
• your score per shipping method (own shipping, Shipping via bol, Logistics via bol): these scores will later be used for the buy box and
• your value per service standard: your performance on the 5 service standards are used to determine your quality score.

We measure your performance on 5 service standards:

• Items on time
• Cancellations
• Track & Trace
• Returns - newly added
• Customer questions – newly added

We assess each service standard based on a target value and a minimum value:

• The target value is a benchmark where you are doing well, but which you ideally want to exceed. The higher or lower your value (depending on the standard), the more favorable it is for your overall quality score. If you score below the target value on one service standard, you can compensate by performing above the target value on other standards.
• The minimum value indicates the lower limit. If you score below the minimum value on at least one standard, your total quality score cannot temporarily reach 70 or higher. Your seller account will show this immediately, and we'll help you with tips to improve.

A high quality score shows that your performance is good. Additionally, you gain access to extra benefits:

• Select-deals: with a score of 70 or higher, you can participate in Select Always-on and Select Campaigns. This allows you to reach our most loyal customers when they are actively searching.
• Buy box: from the moment the quality score replaces the performance score, a good score increases your chances of winning the buy box. The higher the score, the greater the chance of winning the buy box. This increases the likelihood that customers will choose your offer when adding an item to their shopping cart*.

It is important to track your score and see which service standards you can improve. If your quality score remains 64 or lower we may need to close a seller account. We will send a notification if the score is too low. You will have four months to improve. We support you with tips and tricks for each service standard:

• Items on time
• Cancellations
• Track and Trace
• Returns
• Customer questions