Reporting center
Introduction
At a glanceMessage from Herna VerhagenOur operating contextImpact of Covid-19
Business Report
How we create valueOur strategyCustomer valueSocial valueEnvironmental valueFinancial valueRisk and opportunity management
Governance
Board of ManagementSupervisory BoardReport of the Supervisory BoardRemuneration reportCorporate governanceOur tax policy and principlesPostNL on the capital marketsStatements of the Board of Management
Performance statements
Financial statementsNon-financial statementsOther information
Appendices
Other non-financial performance indicatorsData coverage tableGlossary and definitionsGRI Content IndexUN Global Compact reference tableSummary of key figures

PostNL Annual Report 2020

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How we create value
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Our strategy
Customer value
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Social value
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Environmental value
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Financial value
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Risk and opportunity management
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Customer value

In 2020 we demonstrated the strength of our business model under challenging circumstances, connecting the millions of senders and receivers that rely on us every day. Our strong operations ensured our customers could continue to do business, and consumers could continue to connect while remaining at home.

Customer value

Key performance indicators

Customer experience

Highly satisfied
customers

37%
2019: 27%

Customer experience

Satisfied customers


83%
2019: 80%

E-commerce growth

Share of e-commerce revenue

57%
2019: 52%

E-commerce growth

Delivery quality Parcels in NL

99%
2019: 98% (unaudited)

Relevance of physical mail

Delivery quality Mail in NL
(preliminary)
94%
2019: 94%
Introduction
At a glanceMessage from Herna VerhagenOur operating contextImpact of Covid-19
Business Report
How we create valueOur strategyCustomer valueSocial valueEnvironmental valueFinancial valueRisk and opportunity management
Governance
Board of ManagementSupervisory BoardReport of the Supervisory BoardRemuneration reportCorporate governanceOur tax policy and principlesPostNL on the capital marketsStatements of the Board of Management
Performance statements
Financial statementsNon-financial statementsOther information
Appendices
Other non-financial performance indicatorsData coverage tableGlossary and definitionsGRI Content IndexUN Global Compact reference tableSummary of key figures
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