The engagement and passion people have with and for their work is an important indicator of how people experience the company's labour practices . This is why we measure employee engagement, and how we gain insights into areas we can improve upon. We then tailor our improvement measures to the different work dynamic between business units, operational locations and (head) office functions. Relevant improvement areas include providing the right tools for our people to carry out their job and increase collaboration between departments.
Year ended at 31 December | 2021 | 2022 |
|---|---|---|
Average score | 84% | 81% |
In 2022, employee engagement fell slightly to 81%, measured by our independent service provider. To help address this, management are implementing engagement score discussions at team level, making it easier to implement improvements. In the survey, employees mentioned they are proud of their work, teamwork within PostNL, and the contribution their department makes to the company.
Improvement areas relate to available systems and tools, collaboration between departments, and internal communication. Feedback is followed up departmentally, and falls under the responsibility of (senior) management. Management discuss scores per team. The following three initiatives are examples of how we are responding to the outcomes of the survey.
We are working to strengthen engagement through our internal communications. One initiative we have successfully launched is regular 'live events' for office staff, where our board of management gives updates on different developments from across the company in an interactive online setting. Another is 'Studio PostNL', a weekly online news programme presented by people from across the business, who provide updates on major company news.
In 2022 we renewed the My Work app that mail deliverers use, introducing a range of new features. For example, deliverers can now provide feedback on delays to their delivery rounds. We also made it easier to report disruptions by sending photos, and we made information searches more intuitive. This is an example of how we are using the latest data-driven digital technologies and methods in our operations to better serve customers and consumers quickly, flexibly and efficiently.
After the outbreak of war in Ukraine, a number of employees from PostNL began organising aid for the country. By March, customers, partners and colleagues had donated enough food, personal hygiene and baby products to fill eight PostNL trucks, which set off in convoy to the Ukraine border. The goods were delivered to a number of Red Cross locations, before being distributed to Ukrainian refugees. We are extremely proud of the many colleagues who worked so hard on making this support a reality. During the year PostNL also donated €500,000 to Dutch charity 'Giro555 Together in Action for Ukraine'. The charity was supported by a joint television broadcast at the beginning of March, which aimed to raise as much money as possible for the humanitarian emergency. PostNL's check was handed over to the programme's presenter by Mila Pokhyla, a Ukrainian colleague who works at PostNL's mail sorting centre in Amsterdam.
Year ended at 31 December | 2021 | 2022 |
|---|---|---|
NL | ||
Percentage of (highly) satisfied delivery partners | 69% | 63% |
Percentage of (highly) satisfied deliverers | 73% | 73% |
BE | ||
Percentage of (highly) satisfied delivery partners | 71% | 67% |
Percentage of (highly) satisfied deliverers | 69% | 69% |
Within Parcels, we work with delivery partners across more than 70% of our routes, and in 2022 more than 95% of delivery partners in the Netherlands and around 80% in Belgium employed their deliverers via a labour contract. As these deliverers represent PostNL in their daily work, it is important that we also understand their engagement levels and motivation. Through our annual collaboration barometer we measure the satisfaction of both delivery partners and their deliverers.
In the Netherlands, 63% of delivery partners said they were (highly) satisfied with their collaboration with PostNL (2021: 69%). In Belgium, we were pleased to see an increase in the number of delivery partners and parcel deliverers completing the annual survey than in 2021. Of the delivery partners who took part, 67% said they were (highly) satisfied with PostNL as a client (2021: 71%), while 72% said they were satisfied with the cooperation they had with their depot, a 5% increase on 2021.
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