Customer value

Throughout 2021 we continued to connect the millions of senders and receivers that rely on us every day, ensuring that our strong operations are flexible enough to deal with a rapidly changing environment, such as the ongoing pandemic. Our focus remained on developing smart solutions that helped create customer value in the most sustainable manner possible.

Customer value

Key performance indicators and trend compared to prior year

Customer experience

Highly satisfied
customers


34%
2020: 37%

Customer experience

Satisfied customers



83%
2020: 83%

E-commerce growth

Parcel volume growth


14%
2020: 19%

Customer experience

Delivery quality Parcels in NL


98%
2020: 99%

Accessible and reliable postal services

Delivery quality Mail in NL
(preliminary)
94%
2020: 94%