Quality Score

The quality score helps you perform better because it is based on the service standards that are most important for customer experience. This gives you more guidance and allows you to work purposefully on improvement, while we jointly guarantee quality on the bol platform.

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

In short:

• You get a more stable score
• The score aligns better with what customers find important
• You get more time and control to improve purposefully

This way, we work together for better results and satisfied customers.

The quality score is a weighted average of 5 service standards. We measure these over a period of 22 weeks. The higher you 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 can find your quality score in your seller account under the 'Quality score' tab. Here you will see:

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

We measure your performance on 5 service standards:

• Items on time
• Cancellations
• Track & Trace
• Returns
• Customer inquiries

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 1 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 1 standard, your total quality score cannot temporarily reach 70 or higher. Your seller account will show this immediately, and we will help you with tips for improvement.

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

The benefits of a high quality score

• Select-deals always-on: Participate from a score of 70. This way you reach bol's most loyal customers.
• Less chance of strikes: Do you have a quality score of 75 or higher? Then you automatically receive a concession on a strike if your delivery promise falls short once.
• Growth reward: Earn a discount on your commission if you achieve personal goals*.

*From July 1, 2026, you will need a quality score of at least 69 and a delivery promise score of 60 for this. Your seller account must also have existed for at least 2 years. Please note: this is a temporary entry threshold for the first year.

• Buy box: The higher your score, the greater your chance of the best position in the buy box**.

Keep improving your quality score

It is important to closely monitor your score and identify which service standards you can improve. With a persistently low quality score of 64 or lower, we may terminate a seller account. We will notify you if your score is too low, and you will have 4 months to improve. We will, of course, help you with tips & tricks per service standard.

• Items on time
• Cancellations
• Track & Trace
• Returns
• Customer inquiries