How does the Quality Index work? | Royal FloraHolland

How does the Quality Index work?

The Quality Index (QI) shows the reliability of the photo, inspection and grading characteristics of the products supplied by a grower on the clock front. Suppliers can distinguish themselves on reliability. For buyers, the Quality Index is a tool for selecting and purchasing their products.

Why the updated QI?

Almost half (43%) of all growers at Royal FloraHolland supply reliably. They are also responsible for a large proportion of the total supply at Royal FloraHolland (67%) and therefore cause relatively few deviations (21% of all deviations). However, a large proportion of the complaints are caused by a relatively small group of suppliers. If, in the table below for example, we only consider growers with a C-score, it appears that they only supply 6% of all batches but cause 34% of all complaints. This is not however clearly reflected in the current Quality Index.
In order to demonstrate this insight more clearly, we are working on a new Quality Index. The renewed Quality Index shows what percentage of the batches is delivered by a supplier without errors. This percentage is based on the number of discrepancies in delivery information that growers received on auction batches in the past 62 weeks. That is therefore a much longer period than the current Quality Index. These discrepancies may have been noted both before the auction (through quality checks) and after the auction (through complaints).
Suppliers will not be scored until they have delivered a minimum of 50 batches. Suppliers who deliver less than 50 batches in 62 weeks will not be scored. This concerns approximately 0.2% of the batches offered.

The scores:
  • Class A: more than 98.5% of batches without deviation
  • Class "B": 98.5% to 94.5%
  • Class "C": <94.5%
  • No score: if fewer than 50 batches have been supplied

Exactly how is the updated QI calculated?

The QI is calculated as follows:
  • Formula: QI = (# lots - # lots with erroneous information) / (# lots)%.
  • This concerns erroneous supply information for the fields product code, sorting code, inspection code and misleading photos.
  • The period over which QI is determined is 62 weeks. Lots and claims observed before that term, e.g. 70 weeks will not be counted.
  • Daily determination of QI (after completion of complaints procedure).
  • 1 lot equals a maximum of 1 QI error.
  • QI at company level.
  • A grower has to have supplied at least 50 lots in 62 weeks.
  • The QI is only calculated for auction supply.


Grower A supplies three locations. This grower supplies 1,000 lots in 62 weeks and receives 6 claims regarding supply. Two claims can be traced back to the same lot, so there are just 5 separate lot claims. In addition, RFH adjusted 2 other lots for auction.
In the formula: QI = (1,000 - (5 claims +2 observations))/1,000 = 99.3%

In words: The grower supplied 1,000 lots for which there were 6 claims pertaining to 5 separate lots. This therefore adds up to 5 errors. We adjusted 2 lots for auction and these also count. Thus, this ultimately means that 993 of the 1,000 lots were error free, that is 99.3%.

This grower therefore scores in class "A".

Grower B supplies one location. The grower supplies seasonal products and supplied 200 lots in 4 weeks. 2 claims came in regarding 5 separate lots and 3 adjustments were made.

But 56 weeks prior the grower had also supplied: 200 lots with 4 claims. These fall within the 62 weeks so will also be counted: QI = (400 - 9)/400 = 97.75%.

This grower therefore scores in class "B".