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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
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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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How we create value

Our value creation model illustrates our process of achieving long-term value for our customers and investors, our people, society and the company by providing logistic and postal services. We use our key material topics as input to connect our long-term impact with the UN Sustainable Development Goals.

Our value creation model

Key material topics

  • Customer experience

  • E-commerce growth

  • Relevance of physical mail

  • Digitalisation and data

  • Engaged people

  • Emission-free delivery

  • Sustainable logistics

  • Financial performance and position

Input capitals

Relationship

  • Customers

  • Trade unions

  • Governments

  • Business partners

  • Financial market

Technological and produced

  • Buildings, facilities and vehicles

  • Networks and processes

  • Digital technology

  • (IT) management systems

Human

  • Motivated people

  • Competent employees

  • People working for PostNL

  • Logistical and digital expertise

Natural

  • Solar energy

  • Natural gas

  • Fuels and electricity

Financial

  • Equity

  • Debt

Business model

Purpose led and ambition driven strategy Generate profitable growth and sustainable cash flow Improve environmental impact Help customers grow their business Secure a sustainable mail business Attract and retain motivated people
Attract and retain motivated peopleImprove environmental impactHelp customers grow their businessSecure a sustainable mail businessAttract and retain motivated people

Output capital

Relationship

  • Customer loyalty

  • Reputation

  • Compliance

  • Collective Labour Agreements

Technological and produced

  • Delivered volumes

  • Capacity increased

  • Updated portfolio

Human

  • People development

  • Diverse and inclusive workforce

  • Absenteeism

  • Recordable accidents

Natural

  • Greenhouse Gas emissions

  • Air polluting emissions

Financial

  • Shareholder returns

  • Cash flow

  • Market capitalisation

Outcome indicators

  • Customer satisfaction

  • Share of e-commerce revenue

  • Delivery quality

  • Employee engagement

  • CO2 efficiency

  • Share of emission-free delivery

  • Revenue

  • Normalised EBIT

  • Free cash flow

  • Adjusted net debt

Impact on Sustainable Development Goals

Link to Business Report

Customer value

Social value

Environmental value

Financial value

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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