HOW IT WORKS
Bol is a platform where a large number of entrepreneurs offer their products. This creates a broad and diverse assortment while also providing these entrepreneurs with a platform to reach customers and sell their products. At the same time, as a customer, you should be able to expect that your order will go smoothly, regardless of whether you order from bol directly or from one of its selling partners. That is why it is important for orders to be handled as predictably as possible. Only then can we create a consistent bol experience - something that benefits both customers and partners.

For that reason, we do not only look at what happens before a purchase, such as product information and pricing, but also at what happens afterwards: is what was promised actually delivered in practice?

What is a ‘successful order’?
In practice, bol looks at a number of elements that together indicate how clearly and reliably an order - and the service surrounding it - is handled. These are signals that influence how customers experience an order, such as whether commitments are met and whether there is little reason for returns or customer inquiries. By bringing these signals together, a picture emerges of how orders are handled in practice - and where selling partners can further improve their service.

This means that bol does not only look at individual cases but can also identify when something occurs more frequently. Of course, an order may occasionally not go as planned, but what matters is that in the vast majority of cases, everything goes well.

In the interest of the whole ecosystem
For selling partners, it is important that there is clarity about how orders are assessed, so that it is clear where things are going well and where there is still room for improvement. For customers, it is important that their orders are handled properly. At the same time, it is important that partners who consistently perform well are not unnecessarily affected by monitoring processes. Reliable orders strengthen trust in the platform and encourage customers to return - which in turn also contributes to partners’ growth.

HOW WE APPROACH THIS
Because different signals together provide insight into how orders and service perform in practice, it is important that they are brought together in a clear and transparent way. As of 24 June, there will be a single method for doing this: the Quality Score.

This new score combines different aspects of a selling partner’s service into one overview. It looks at performance over a period of 22 weeks: an expansion compared with previous measurements. This creates a more stable picture of how orders are handled in practice, meaning that a short-term peak or dip has less impact on the overall assessment. As a result, partners gain a clearer understanding of how their service is performing, how it develops over time, and where there is room for improvement.

Previously, bol already assessed a number of fixed elements that together indicate how orders are handled, such as delivery performance, cancellations, and track & trace information. With the introduction of the Quality Score, returns and customer inquiries have also been added, because together they provide a more complete picture of how customers experience an order. In addition, increasing account is being taken of differences between product categories and specific circumstances.

Partners who consistently perform well will also see this reflected in the opportunities available to them on the platform. For example, they may qualify for platform benefits such as participation in programmes like Select Deals, which offer greater visibility and sales opportunities. At the same time, the score provides insight into where improvements are needed. In such cases, partners are informed and supported in improving their service. If improvements fail to materialise, this may ultimately have consequences for how they are able to operate on the platform.

IN SHORT
Bol works with many different retail partners, but for customers the most important thing is that an order is delivered correctly and as agreed. That is why bol considers it important to have insight into how orders are performing, while also giving partners clear visibility into their performance and opportunities for improvement.

The Quality Score brings all of this together in a single overview and helps make it more transparent and consistent, enabling bol and its partners to continue working together on a reliable platform.