Year ended at 31 December | Notes | 2017 | 2018 | 2019 | 2020 | 2021 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
Share of highly satisfied customers | 41% | 30% | 27% | 37% | 34% | |
Share of satisfied customers | 85% | 82% | 80% | 83% | 83% | |
Parcel volume growth | 17% | 22% | 12% | 19% | 14% | |
Delivery quality Parcels in the Netherlands | 99% | 98% | 98% | 99% | 98% | |
Delivery quality Mail in the Netherlands (preliminary) | 95% | 95% | 94% | 94% | 94% | |
Other performance indicators | ||||||
Reputation score (on a 0 -100 scale) | 69.7 | 67.7 | 67.1 | 73.9 | 71.6 | |
ISO 9001 certification (percentage of total FTE working in certified sites) | 100% | 100% | 100% | 100% | 100% |
Year ended at 31 December | Notes | 2017 | 2018 | 2019 | 2020 | 2021 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
Share of engaged employees | not comparable | not comparable | 76% | 84% | 84% | |
Absenteeism (share of total working days) | 5.2% | 5.9% | 5.4% | 5.9% | 6.0% | |
Other performance indicators | ||||||
Headcount (scope of non-financial reporting) | 38,965 | 37,785 | 35,721 | 40,541 | 37,365 | |
Fulltime equivalents (scope of non-financial reporting) | 20,791 | 20,421 | 20,528 | 22,304 | 21,964 | |
Share of females in total headcount | 50% | 49% | 48% | 49% | 48% | |
Share of females in operational management positions | not reported | not reported | not reported | 21% | 23% | |
Share of females in middle management positions | not reported | not reported | not reported | 32% | 33% | |
Share of females in senior management positions | not reported | 25% | 27% | 28% | 29% | |
Share of females in management positions | 26% | 27% | 27% | 28% | 30% | |
Training hours per FTE | 17 | 22 | 26 | 21 | 21 | |
Average training costs in € per FTE | not reported | not reported | not reported | 740 | 781 | |
Fatal accidents | 1 | 2 | 3 | 1 | 2 | |
Recordable accidents (per 100 FTE) | not reported | 4.7 | 4.2 | 4.0 | 4.7 | |
ISO 45001 certification (percentage of total FTE working in certified sites) | 99% | 99% | 99% | 98% | 98% |
Year ended at 31 December | Notes | 2017 | 2018 | 2019 | 2020 | 2021 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
CO2 efficiency (in grammes per km) | 226 | 231 | 245 | 249 | 203 | |
Share of emission-free delivery of mail and parcels in the last-mile | not reported | 17% | 19% | 20% | 20% | |
Other performance indicators | ||||||
Scope 1 GHG emissions (gross in ktCO2e) | 37 | 38 | 41 | 41 | 34 | |
Scope 2 GHG emissions (gross in ktCO2e) | 0 | 0 | 0 | 0 | 0 | |
Scope 3 GHG emissions (gross in ktCO2e) | 211 | 194 | 187 | 199 | 210 | |
Total GHG emissions (gross in ktCO2e) | 249 | 232 | 229 | 240 | 244 | |
Energy consumption (total scope 1 and 2 in TJ) | 894 | 939 | 932 | 1,032 | 1,030 | |
Energy efficiency buildings (TJ / 1,000 m2) | 0.51 | 0.58 | 0.47 | 0.47 | 0.40 | |
Energy efficiency fleet (TJ / million km) | 5.3 | 5.5 | 5.6 | 5.8 | 5.8 | |
NOx emissions (scope 1 in kg) | 37,668 | 35,935 | 39,282 | 43,202 | 39,966 | |
NOx emissions (scope 1 in g/km) | 0.46 | 0.43 | 0.42 | 0.42 | 0.37 | |
PM10 emissions (scope 1 in kg) | 628 | 651 | 734 | 825 | 839 | |
PM10 emissions (scope 1 in g/km) | 0.01 | 0.01 | 0.01 | 0.01 | 0.01 | |
Share of vehicles complying with Euro 6 | 48% | 76% | 80% | 84% | 95% | |
Share of vehicles complying with Euro 5 | 52% | 24% | 20% | 16% | 5% | |
ISO 14001 certification (percentage of total FTE working in certified sites) | 100% | 100% | 100% | 100% | 100% |
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