Responding quickly to customer queries has a positive effect on customer satisfaction. For this reason, your response time is measured and we expect 90% of your customer queries to be dealt with within 24 hours. If in 1 week you have not given an initial response to 10 or more new customer queries within 24 hours, we will send you an e-mail about this so that you can improve this point. Depending on your country of residence, official Dutch and Belgian holidays are taken into account, so these days do not count.
Failure to meet standard
A service standard is not optional, because we want to guarantee quality to the customer. Therefore, every service standard has a minimum quality standard. If you do not meet the service standard ‘Response time’, you will receive a strike. You will be informed of this by e-mail on Wednesday. Here you find more information on strikes.
Even if your shop is temporarily closed, we expect you to handle customer inquiries via e-mail within 24 hours. If this is not possible, for example because you are on holiday, we recommend that you create a collaborator account so that someone else can answer your customer questions. We also recommend that you go on holiday during a quiet period, so that you do not receive so many customer inquiries while you are on holiday.
If in 1 week you have at least 10 new customer requests and no response within 24 hours, we will send you an e-mail so that you can improve this point. Curious about your response time score? You can find your score on the ‘Prestaties‘ page in your seller account.