In order to fulfill the expectations of our customers it is important to continuously offer a great service. To guarantee this good service together, a number of service standards apply on our store platform. The performance of our partners on these service standards are monitored daily and captured in weekly scores. By optimizing your performance on these service standards, the chances of gaining the buy block for your assortment increase, which will positively affect your sales volume.
Get seller KPI scores for week [X]
Retrieve your performance indicator scores, as listed in the table below, for the requested week. The week scores are based on a daily calculated score (we refer to them as the numerator and the denominator). Be aware that these scores can slightly change over time, for example in case of customer returns or due to corrections and/or exceptions by bol.com.
The indicator scores are stored for an unlimited period of time. Therefor you can request the score every day for any given week in order to have the most up-to-date week scores. These scores can only be requested per week and not over a longer period of time.
Indicator score explained
Depending on the indicator, the meaning of the numerator and denominator in the response can change (see table below). The response indicates how is being measured (e.g. using a percentage on a scale from 0 to 1 or an average that is the sum of all scores divided by the amount of scores).
The score element contains whether you conform to our standards (true / false), what the numerator and denominator was (see table below), the value (denominator divided by the numerator) and the distance between the value and the norm. You can find the details of the norm under the norm element in the response.
Indicator numerator / denominator
|Indicator name||Explanation numerator and denominator|
|CANCELLATIONS||% of cancelled items initiated by the seller related to the total amount of ordered items.|
|FULFILMENT||% of items delivered on time measured by inquiring customers and track and trace codes.|
|REVIEWS||Average score of a seller to the overall review question: ‘how do you rate this seller?’|
|TRACK_AND_TRACE||% of shipped items with a valid track & trace code compared to all the shipped items we expect to have a valid track & trace code.|
|RETURNS||% of returned items compared to all ordered items|
|PHONE_AVAILABILITY||% of answered telephone call attempts on working days between 9.00 a.m. and 17.00 p.m.|
|CASE_ITEM_RATIO||% of customer cases in relation to the number of ordered items per week.|
|RESPONSE_TIME*||% of customer cases which sellers respond to within 8 working hours|
* Are you participating in Service door Partners? Only then you will find the RESPONSE_TIME performance indicator in your response. If you do not participate in Service door Partners and you still request this performance indicator, you will receive an empty response.
Are you requesting this indicator together with other indicators? Then the RESPONSE_TIME indicator is omitted from the response. For more information please take a look at https://partnerplatform.bol.com/verkopen/mijn-verkoopaccount/service-door-partners.