From performance score to quality score
We have good news: starting October 1st, you will see a new score in your seller account: the quality score. This score will eventually replace the performance score and give you a clearer and more stable picture of how you are performing. And even better: with a good quality score, you gain access to extra benefits, such as participation in Select-Deals. Later this year, strike protection will also be added. This means you will no longer receive strikes if you temporarily score lower on one of the service standards. During this transition period, starting October 1st, you will see both scores side-by-side in your seller account. Only in the first half of 2026 will the quality score truly count towards the buy box and replace the current performance score. Of course, we will provide you with clarity on this at least 6 weeks in advance. Until then, the performance score remains in effect.
A new step in quality
Customers choose bol for quality: a wide and reliable product range, fast delivery, and good customer service. With the changing e-commerce sector, quality in online purchases has become even more important. With the quality score, we are taking the next step together and rewarding partners who excel in this.
Customer focus
The quality score focuses on what makes the customer happiest. That's why we measure these 5 service standards: items on time, cancellations, customer inquiries, returns, and Track & Trace. What's new is that customer inquiries and returns are now also included. In your seller account, you can see exactly how you score on the service standards and whether you qualify for the benefits.
Additionally, you gain more insight and control: you'll not only see your average performance per service standard, but soon also your score per logistics flow. We will then show, as you are used to with the performance score, your performance per shipping method - Logistics via bol, Shipping via bol, and Own shipments.
Important to know: although the quality score already offers you benefits, such as Select-Deals and later this year strike protection, it will only count towards the buy box in the first half of 2026. You will, of course, be informed about this at least 6 weeks in advance. Until then, the current performance score remains in effect.
How do you benefit from the advantages?
From a quality score of 70 and higher, you're doing well. For customer inquiries and returns, we use a dynamic target value, depending on the items you offer. In practice, this means you generally achieve the target values:
If you score a fraction below the target value for one service standard, you can compensate with higher scores on other service standards. However, if you perform below the minimum score on one service standard, your quality score cannot be 70 or higher at that moment. Not even if you compensate on the other service standards. In your seller account, you can see if your quality score is below the target value or below the minimum score. Of course, the main thing is: the higher your score, the better!
Finally, good to know
A select group of partners, based on their excellent performance, are used to a maximum performance score of 99. Because the quality score works differently, they might see a lower score, (for example) 80 or 85. Do not be misled by this: a score of, for instance, 80 or 85 still means you are performing excellently and that you will gain access to benefits such as Select-Deals and eventually strike protection.