Non-financial performance indicators

Customer value

PostNL Customer value performance indicators

Year ended at 31 December

Notes

2016

2017

2018

2019

2020

Key performance indicators

      

Share of highly satisfied customers

2.1

38%

41%

30%

27%

37%

Share of satisfied customers

2.1

86%

85%

82%

80%

83%

Share of e-commerce revenue

2.2

40%

44%

48%

52%

57%

Delivery quality Parcels in the Netherlands1

2.3

99%

99%

98%

98%

99%

Delivery quality Mail in the Netherlands (2020 preliminary)

2.3

96%

95%

95%

94%

94%

       

Other performance indicators

      

Reputation score (on a 0 -100 scale)

2.1

67.8

69.7

67.7

67.1

73.9

ISO 9001 certification (percentage of total FTE working in certified sites)

2

100%

100%

100%

100%

100%

  • 1 2016 - 2019 not audited

Social value

PostNL Social value performance indicators

Year ended at 31 December

Notes

2016

2017

2018

2019

2020

Key performance indicators

      

Share of engaged employees1

3.1

not comparable

not comparable

not comparable

76%

84%

       

Other performance indicators

      

Headcount (scope of non-financial reporting)

3.2

41,497

38,965

37,785

35,721

40,541

FTE (scope of non-financial reporting)

3.2

20,730

20,791

20,421

20,528

22,304

Training hours per FTE

3.3

17

17

22

26

21

Share of females in management positions

3.4

24%

21%

21%

22%

23%

Share of females in senior management positions

3.4

not reported

not reported

25%

27%

28%

Fatal accidents

3.5

1

1

2

3

1

Recordable accidents (per 100 FTE)

3.5

not reported

not reported

4.7

4.2

4.0

Absenteeism (share of total working days)

3.5

5.0%

5.2%

5.9%

5.4%

5.9%

ISO 45001 certification (percentage of total FTE working in certified sites)

3.5

100%

100%

100%

100%

100%

  • 1 New method in 2019. Results 2016 - 2018 not comparable

Environmental value

PostNL Environmental value performance indicators

Year ended at 31 December

Notes

2016

2017

2018

2019

2020

Key performance indicators

      

CO2 efficiency improvement (scope 1 and 2; base year 2017)

4.1

0%

base year 0%

(2%)

(8%)

(10%)

Share of emission-free delivery of mail and parcels in the last-mile

4.1

not reported

not reported

17%

19%

20%

       

Other performance indicators

      

Scope 1 GHG emissions (gross in ktCO2e)

4.2

41

36

37

40

40

Scope 2 GHG emissions (gross in ktCO2e)

4.2

4

0

0

0

0

Scope 3 GHG emissions (gross in ktCO2e)

4.2

220

211

194

187

199

Total GHG emissions (gross in ktCO2e)

4.2

265

247

231

227

239

       

Energy consumption (total scope 1 and 2 in TJ)

4.3

925

894

939

933

1031

Energy efficiency buildings (TJ/1000 m2)

4.4

0.56

0.51

0.58

0.47

0.49

Energy efficiency fleet (in MJ/km)

4.5

5.3

5.3

5.5

5.6

6.4

       

NOx emissions (scope 1 in kg)

4.6

39,420

37,668

35,935

39,282

43,202

NOx emissions (scope 1 in g/km)

4.6

0.50

0.46

0.43

0.42

0.42

PM10 emissions (scope 1 in kg)

4.6

615

628

651

734

825

PM10 emissions (scope 1 in g/km)

4.6

0.01

0.01

0.01

0.01

0.01

       

Share of vehicles complying with Euro 6

4.6

19%

48%

76%

80%

84%

Share of vehicles complying with Euro 5

4.6

81%

52%

24%

20%

16%

       

ISO 14001 certification (percentage of total FTE working in certified sites)

4.7

100%

100%

100%

100%

100%