Customer value

Customer value

Key performance indicators and trend compared to prior year

Customer experience

Highly satisfied
customers


33%
2021: 34%

Customer experience

Satisfied customers



84%
2021: 83%

E-commerce growth

Parcel volume growth


(10)%
2021: 14%

Customer experience

Delivery quality Parcels in NL


98%
2021: 98%

Accessible and reliable postal services

Delivery quality Mail in NL
(preliminary)
91%
2021: 94%