Year ended at 31 December | Notes | 2015 | 2016 | 2017 | 2018 | 2019 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
Share of highly satisfied customers | 2.1 | not reported | 38% | 41% | 30% | 27% |
Share of satisfied customers | 2.1 | 84% | 86% | 85% | 82% | 80% |
Share of e-commerce revenue | 2.2 | not reported | 40% | 44% | 48% | 52% |
Delivery quality Mail in the Netherlands (preliminary) | 2.3 | 96% | 96% | 95% | 95% | 94% |
Other performance indicators | ||||||
Reputation score (on a 0 -100 scale) | 2.4 | 67.7 | 67.8 | 69.7 | 67.7 | 67.1 |
ISO 9001 certification (percentage of total FTE working in certified sites) | 2.5 | 96% | 100% | 100% | 100% | 100% |
Year ended at 31 December | Notes | 2015 | 2016 | 2017 | 2018 | 2019 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
Share of engaged employees | 3.1 | 64% | 68% | 67% | 65% | 65% |
Share of employees expected to stay | 3.1 | 86% | 88% | 86% | 88% | 88% |
Other performance indicators | ||||||
Headcount (scope of non-financial reporting) | 3.2 | 43,248 | 41,497 | 38,965 | 37,785 | 35,721 |
FTE (scope of non-financial reporting) | 3.2 | 20,372 | 20,730 | 20,791 | 20,421 | 20,528 |
Share of females in management positions | 3.3 | 25% | 24% | 21% | 21% | 22% |
Share of females in senior management positions | 3.3 | not reported | not reported | not reported | 25% | 27% |
Training hours per FTE | 3.4 | 22 | 17 | 17 | 22 | 26 |
Fatal accidents | 3.5 | 3 | 1 | 1 | 2 | 3 |
Recordable accidents (per 100 FTE) | 3.5 | not reported | not reported | not reported | 4.7 | 4.2 |
Absenteeism (share of total working days) | 3.5 | 5.0% | 5.0% | 5.2% | 5.9% | 5.4% |
ISO 18001 certification (percentage of total FTE working in certified sites) | 3.5 | 94% | 100% | 100% | 100% | 100% |
Year ended at 31 December | Notes | 2015 | 2016 | 2017 | 2018 | 2019 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
CO2 efficiency (relative reduction of scope 1 and 2 emissions per km compared to 2017) | 4.1 | not reported | not reported | base year (0%) | (2%) | (8%) |
Share of emission-free delivery of mail and parcels in the last-mile | 4.1 | not reported | not reported | not reported | 17% | 19% |
Other performance indicators | ||||||
Energy consumption (total scope 1 and 2 in TJ) | 4.2 | 907 | 925 | 893 | 949 | 932 |
Energy efficiency buildings (TJ / 1000 m2) | 4.3 | 0.53 | 0.56 | 0.51 | 0.59 | 0.47 |
Energy efficiency transport (TJ / million km) | 4.3 | 5.3 | 5.3 | 5.3 | 5.5 | 5.6 |
Scope 1 GHG emissions (gross in ktCO2e) | 4.4 | 40 | 41 | 36 | 37 | 40 |
Scope 2 GHG emissions (gross in ktCO2e) | 4.4 | 5 | 4 | 0 | 0 | 0 |
Scope 3 GHG emissions (gross in ktCO2e) | 4.4 | 256 | 220 | 211 | 194 | 187 |
Total GHG emissions (gross in ktCO2e) | 4.4 | 301 | 265 | 247 | 231 | 227 |
NOx emissions (scope 1 in kg) | 4.5 | 42,692 | 39,420 | 37,668 | 35,935 | 39,282 |
NOx emissions (scope 1 in g/km) | 4.5 | 0.55 | 0.50 | 0.46 | 0.43 | 0.42 |
PM10 emissions (scope 1 in kg) | 4.5 | 685 | 615 | 628 | 651 | 734 |
PM10 emissions (scope 1 in g/km) | 4.5 | 0.01 | 0.01 | 0.01 | 0.01 | 0.01 |
Share of vehicles complying with Euro 6 | 4.5 | 8% | 19% | 48% | 76% | 80% |
Share of vehicles complying with Euro 5 | 4.5 | 92% | 81% | 52% | 24% | 20% |
ISO 14001 certification (percentage of total FTE working in certified sites) | 4.6 | 95% | 100% | 100% | 100% | 100% |
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