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Introduction
At a glance
Reflecting on 2022 with our CEO
Our operating context
Business Report
How we create value
Our strategy
Customer value
Social value
Environmental value
Financial value
Outlook 2023
Risk and opportunity management
Regulatory compliance management
Governance
Report of the Supervisory Board
Corporate governance
Remuneration report
Our tax strategy and policy provisions
PostNL on the capital markets
Statements of the Board of Management
Performance statements
Financial statements
Non-financial statements
Other information
Appendices
Other non-financial performance indicators
Data coverage
Glossary and definitions
GRI content Index
UN Global Compact reference table
List of group entities
Five-year financial performance
Introduction
At a glance
Reflecting on 2022 with our CEO
Our operating context
Business Report
How we create value
Our strategy
Customer value
Social value
Environmental value
Financial value
Outlook 2023
Risk and opportunity management
Regulatory compliance management
Governance
Report of the Supervisory Board
Corporate governance
Remuneration report
Our tax strategy and policy provisions
PostNL on the capital markets
Statements of the Board of Management
Performance statements
Financial statements
Non-financial statements
Other information
Appendices
Other non-financial performance indicators
Data coverage
Glossary and definitions
GRI content Index
UN Global Compact reference table
List of group entities
Five-year financial performance
Customer value
Providing customer value is a key driver in the execution of our strategy, which is why we continued to develop smart solutions for customers in the most sustainable manner possible.
PostNL Annual Report 2022
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How we create value
Our value creation model
Our business model
Impact on sustainable development
Supporting human rights
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Our strategy
Introduction
Strategic foundation
Strategic objectives
Supporting company-wide programmes
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Customer value
Help customers grow their business and secure a sustainable mail business
Enhance customer interaction
Capture e-commerce growth
Manage network capacity
Deliver smart logistics solutions
Lead through business model innovations
The value of physical mail
Keep mail accessible, reliable and affordable
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Social value
Attract and retain motivated people
Providing the right HR services
Hiring the right people
Promoting health and well-being
Strengthening employee engagement
Realising change while creating agility
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Environmental value
Improve environmental impact
Network efficiency
Clean kilometres
Sustainable buildings and facilities
Green products and services
EU taxonomy on sustainable activities
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Financial value
Generate profitable growth and sustainable cash flow
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Outlook 2023
External developments, strategy and outlook
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Risk and opportunity management
Risk and opportunity management approach
Business conduct and integrity
Main risks and opportunities
Main risk events
Emerging risks
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Regulatory compliance management
Our approach
Regulatory developments
Summary of instances of non-compliance
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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%
Supporting company-wide programmes
Help customers grow their business and secure a sustainable mail business
Introduction
At a glance
Reflecting on 2022 with our CEO
Our operating context
Business Report
How we create value
Our strategy
Customer value
Social value
Environmental value
Financial value
Outlook 2023
Risk and opportunity management
Regulatory compliance management
Governance
Report of the Supervisory Board
Corporate governance
Remuneration report
Our tax strategy and policy provisions
PostNL on the capital markets
Statements of the Board of Management
Performance statements
Financial statements
Non-financial statements
Other information
Appendices
Other non-financial performance indicators
Data coverage
Glossary and definitions
GRI content Index
UN Global Compact reference table
List of group entities
Five-year financial performance
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