In the annual independent survey on customer friendliness, conducted among more than 6,000 Dutch people, bol scored an 8.15 this year and ended up in a strong fourth place. Since 2007, bol has been continuously in the highest regions of the list.

Erik Vercouteren, Director Customer & Partner Experience at bol: “Providing good service is at the heart of our company. Every day we look at how we can make the customer journey easier, remove friction and respond to the changing needs of our customers.”

Customer focus is in the DNA
Bol currently has 13.7 million active customers in the Netherlands and Belgium, a range of 41 million items and 46,500 sales partners who sell their items via the platform. Customer focus is central to the strategy and the role of customer service is therefore extremely important. Bol works every day to improve the service, shopping experience and contact with its customers.

“If something goes wrong, we will fix it. Customers need to feel: at bol, everything will handled. That is how we maintain the trust of our customers,” says Vercouteren. “The fact that we have been appreciated by consumers for our customer focus for years is a huge motivation for us to make a difference every day. We see this lifetime achievement award as a reward for the work of all our colleagues – especially those who are in daily contact with our customers.”

Want to know more about the research? Visit Marketresponse.nl for all the results.