Non-financial 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%

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%

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

NO_x emissions (scope 1 in kg)	4.6	39,420	37,668	35,935	39,282	43,202
NO_x 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%