Our operating context

Our partners in the value chain, our competitive position, and market developments influence the way we do business. We engage with stakeholders, including shareholders, to determine the key material topics we focus on to create long-term value.

Position and role in the value chain

Our value chain

Through our broad range of delivery services, PostNL plays an important role in the logistic value chain, across the Benelux and beyond. Our company is shaped by the relationship we have with customers, partners and suppliers. The infographic below visualises our position in the value chain and our connection with customers and consumers.

Our broad range of products and services

While our core business activities are to collect, sort and deliver mail, parcels and other goods, we are transitioning to a full-service logistics service provider. This means expanding our service offerings, for example by helping senders place orders through our own channels, such as the PostNL app or website, and consumers find the right delivery option when they order online.

And as the designated provider of the universal service obligation (USO) in the Netherlands, PostNL provides accessible and reliable postal services at affordable prices. The company provides consumers with multiple delivery options, and ensures e-tailers can offer these options using our data-driven and algorithm-based digital services, and we provide return services for customers. And as we develop innovative business models, we are working closely with partners, such as platforms, to help them connect to customers and consumers. We also offer customers fulfilment services, preparing everything from stock management and order picking through to collection and delivery services.

Main markets and customers

PostNL provides customers with services in, to and from the Benelux. As the designated universal service provider in the Netherlands, we are also involved in the export and import of mail beyond the Benelux. We offer import and export services for parcels and mail, and logistic solutions outside the Benelux through our Spring brand.

Main supplier categories and purchase markets

The majority of supplier costs comprise transport-related services, followed by information and communication services, hiring and advice, human resources and properties and facilities. Suppliers are primarily located in and operate from the Benelux, and they also use suppliers outside the Benelux. For asset procurement, such as vehicles and company clothing, we use suppliers directly involved in sourcing and creating products, applying Environmental, Social, and Corporate Governance (ESG) criteria to any purchases.

Other key partners

PostNL works to strengthen the logistic value chain, for example by innovating and collaborating with partners such as industry associations, public-private initiatives, trade unions and benchmarking institutes. This helps us progress on topics beyond our core activities, such as working conditions and sustainable development. We are also working with partners to help drive their business, by using our distinctive experience and innovative business models.