Next step in customer reviews: this is what changes

Good news: thanks to your feedback, we are improving how we ask for customer reviews in December. We are making the process shorter and clearer for customers. This helps us collect more relevant reviews. It also gives you as a partner a more complete view of your performance. Read what is changing here.

What are customer reviews?

Reviews help customers make a purchase. They also give you insight into your performance. We distinguish between product reviews and partner reviews. A product review is about the product itself. A partner review is about your service as a partner. This review does not count towards your quality score.

Why are we updating this?

The current process has many steps for customers. We also receive relatively few partner reviews now. Because of this, 1 less positive experience can have a greater impact. You might also get reviewed on something you cannot control. Customers also find it unclear whether they are reviewing the product, the delivery, or your service.

What is changing?

We are making the process clearer for customers and for you. These are the 5 main improvements:

1. A shorter process: we will ask for partner reviews together with the familiar product reviews. Leaving a review will take only about 5 clicks.
2. Reviewing becomes easier: customers will give your service a thumbs up or down instead of a numeric rating.
3. Clear distinction: we are splitting the feedback about your service into packaging, delivery, and customer service. We use this feedback for your partner review.
4. Shipping method counts: do you use Logistics via bol or Shipping via bol? Then negative feedback about the delivery alone will not count towards your review. Do you ship items yourself or via an external party? Then you are responsible for the delivery. Positive feedback always counts, of course.
5. Your partner review becomes more representative: we are adjusting which reviews count. This prevents a single negative or outdated review from weighing too heavily.

By shortening the process and, among other things, merging it with product reviews, we expect to receive more partner reviews. This gives you a more complete and up-to-date view of your performance.

What can you do now?

You do not need to do anything now. We are preparing for the launch in December. Before we go live, we will explain exactly how the new customer reviews work. You will also read what this means for your current reviews.