Retailer KPI scores

The Get KPI scores endpoint provides performance scores for a specific Key Performance Indicator (KPI) of your retailer account on the bol platform. This information helps you understand how your operations measure up against predefined service standards and allows you to take action when necessary to improve performance.

For more background on the service standards you can refer to the partner platform.

When to use this API

Use this endpoint to retrieve detailed KPI performance data for a specific week. The data includes your score, the applicable norm, and whether your performance conforms to the norm.

Identify trends in your KPI scores over time.
Implement an alert if your 'items on time' score for the current week is dropping below the norm.

What are KPI scores?

The weekly scores are based on a daily calculated score which we refer to as the numerator and the denominator. The meaning of the numerator and denominator in the response differs (see the table below).

The score element specifies whether the predetermined standard is being met (true or false), what the numerator and denominator were (see table below), the value calculated as the numerator divided by the denominator, and the value’s deviation from the norm. You can find the details of the norm under the norm element in the response.

KPI numerator and denominator

Table 1. Available KPI’s and explanations
Indicator name	Explanation numerator and denominator
`CANCELLATIONS`	Percentage of canceled items initiated by the retailer compared to the total amount of ordered items.
`CASE_ITEM_RATIO`	Percentage of customer cases in relation to the number of ordered items per week.
`FULFILMENT`	Percentage of items delivered on time measured by inquiring customers and track and trace codes.
`HANDOVER`	Percentage of "Shipping via Bol" items handed over to the carrier on time.
`ON_TIME`	Combined score of the handover and fulfilment KPI’s.
`RESPONSE_TIME`	Percentage of customer cases which sellers respond to within 24 working hours.
`RETURNS`	Percentage of returned items compared to all ordered items.
`REVIEWS`	Average score of a retailer to the overall review question: ‘how do you rate this retailer?’
`TRACK_AND_TRACE`	Percentage of shipped items with a valid track & trace code compared to all the shipped items for which we expect to have a valid track & trace code.