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Introduction
At a glanceOur identityInterview with Herna Verhagen Our operating context
Business Report
How we create valueOur strategyCustomer valueSocial value Environmental value Financial value
Governance
Statement of the Board of Management Report of the Supervisory Board Corporate governance Risk management Remuneration report Our tax policy and principles PostNL on the capital markets
Performance Statements
Financial statementsNon-financial statements
Appendices
Other non-financial performance indicators Data coverage table Glossary and definitionsGRI Content Index UN Global Compact reference table Summary of key figures

PostNL Annual Report 2019

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How we create value
Key material topicsOur value creation modelUse of capitalBusiness modelImpact on Sustainable Development Goals
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Our strategy
Strategic objectivesStrategy in action
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Customer value
Performance summaryShaping the growth of e-commerceKeeping mail accessible, reliable and affordableDeliver smart logistic solutionsEnhance customer interactionLead through business model innovations
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Social value
Performance summaryManage personnel capacityStrengthen employee engagementStay healthyRealise changeOur commitment to respect Human Rights
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Environmental value
Performance summaryGreen innovations and efficiencyGreen kilometresSustainable buildingsSustainable value chain
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Financial value
Performance summaryOther financial indicatorsDividend proposal 2019Subsequent events Outlook 2020
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Social value

We operate in a sector undergoing profound change. From the growth in e-commerce to the transition in mail, everyone who works for or with us experiences change. Our aim is to engage our people. Together we realise their full potential and make a difference to our customers, while acting as a responsible employer.

Social value

Key performance indicators

Engaged people

Employee engagement
65%
2018: 65%

Engaged people

Employee loyalty
88%
2018: 88%
Lead through business model innovations Performance summary
Introduction
At a glanceOur identityInterview with Herna Verhagen Our operating context
Business Report
How we create valueOur strategyCustomer valueSocial value Environmental value Financial value
Governance
Statement of the Board of Management Report of the Supervisory Board Corporate governance Risk management Remuneration report Our tax policy and principles PostNL on the capital markets
Performance Statements
Financial statementsNon-financial statements
Appendices
Other non-financial performance indicators Data coverage table Glossary and definitionsGRI Content Index UN Global Compact reference table Summary of key figures
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