Improve your bol.com quality score through better customer service

A healthy bol.com quality score is the direct key to better visibility, the coveted buy box and ultimately higher revenue. To sustainably improve your bol.com quality score, start with the basics: customer service that works operationally.

What is the bol.com quality score?

Bol.com strictly assesses partners against 5 service standards over 22 weeks. Whether it is delivering items on time, minimising cancellations, answering customer questions quickly, handling returns smoothly or providing complete tracking information, every result directly affects your commercial position.

Why support has a direct impact

Response time is a service standard: 90% within 24 hours

Slow replies lead to follow-up questions

Poor service damages reliability

Customer service affects multiple standards at once

The 5 most common mistakes

Handling everything manually

Answering without order context

Not distinguishing simple from complex

Being reactive rather than proactive

No fallback during busy periods

How to improve in practice

Systematically optimising your daily operations is the most reliable way to protect and improve your bol.com partner metrics:

1. Make customer questions part of operations: Closely integrate customer service with your picking and packing processes.

2. Standardise scenarios: Establish clear processes for common questions about returns or missing parcels.

3. Handle simple questions quickly: Prevent simple status questions from taking valuable time away from your service team.

4. Be proactive about delays: Inform customers about delayed shipments before they contact you.

5. Review discrepancies weekly: Analyse weekly reports in your bol.com seller account to make timely adjustments.

“ Your quality score doesn't improve by replying harder. It improves when your customer service works operationally. ”

Why automation is not a luxury

Manually managing hundreds of emails is a ticking time bomb for your service standards. Smart automation lets you regain control:

Faster replies directly deliver an excellent response time.

Fewer outstanding messages reduce the daily workload.

More consistent communication means fewer unnecessary repeat questions.

More control over unexpected peaks during promotions or holidays.

NexReply: Infrastructure for e-commerce

Ideal for:

Process customer questions centrally

Retrieve order context immediately

Handle recurring questions using approved logic

Less suitable for:

Channels where only phone support is wanted

Complex manual warranty issues requiring a bespoke approach

Frequently asked questions