Stakeholder engagement and ESG impact assessment

Stakeholder engagement

As a listed company with a long and proud history in the Netherlands, we have an intricate stakeholder landscape. We have clustered our stakeholder groups into financial markets, customers, our people, government bodies, business partners, media, opinion leaders, and society and other market players. Each cluster has multiple stakeholder groups. We engage with them in different ways, on different levels, and on different topics to better understand their interests and the way our activities affect their decision-making process. More information about our stakeholder engagement can be found in 'Stakeholder engagement'download.

ESG impact assessment

During the year we conducted an impact assessment with our stakeholders to identify the ESG topics where we can have the most material impact on society, the inside-out perspective, whilst also understanding which ESG topics can have the most material financial impact on PostNL, the outside-in perspective.

In comparison to our previous materialityassessments, in 2022 we followed a different, more extensive approach, the so-called double materiality approach. As well as including the outside-in perspective, we focused on ESG and customer-related topics, included both our own operations and our value chain, and applied a more forward-looking perspective. This approach is aligned with both the requirements as described by the renewed Global Reporting Initiative (GRI) standards and the upcoming Corporate Sustainability Reporting Directive (CSRD). More information on how we conducted our ESG impact assessment can be found in the 'Non-financial statements'download.

Key material ESG topics

Key material ESG topics

This double materiality approach resulted in eleven key material ESG topics. The visual shows the relative impact of these topics both from an inside-out (societal) and outside-in (financial) perspective.

The following table provides more detail on the key material ESG topics identified, key words to describe the meaning of the topics, examples of impact areas, if the primary impact is in our own operations or our value chain (or both), and where we disclose on how we already act and steer on these material ESG topics. We will follow up on the outcomes of the first double materiality assessment in 2023 as part of our CSRD implementation process.

Download spreadsheet

PostNL Key material ESG topics

Key material topic

Tag words

Examples of impact areas

Primary impact


Accessible, reliable and affordable services

Customer proximity; trusted services; affordable prices; compliance with postal laws;
state of the art networks; processing time; connecting senders and receivers

  • SDG 8.2 Higher levels of economic productivity

Own operations

Customer value

Business conduct

Governance; integrity; compliance, transparency; culture; grievance mechanisms;
political engagement and lobbying; business principles; policies

  • Trusted company

Own operations and value chain


Climate change

Greenhouse gas emissions; extreme weather events; changing weather conditions

  • SDG 13.2 Implement climate change measures in strategy and planning

Own operations and value chain

Environmental value

Customer experience and digital solutions

Ease of doing business; consumer and business customer; customer in control, flexibility; quality of services; digitalisation; automation; robotisation; transparency; platform business

  • SDG 17.6 Enhance international cooperation on and access to technology and innovation

Own operations

Customer value

Data security and protection

Customers and end-users data protection; respect of privacy; cyber security; IT security; incident remediation

  • Breach of privacy, data leaks, continuity issues

Own operations


Diversity, equality and inclusion

Equal treatment; inclusive organisation; gender equality; equal pay for equal work; non-discrimination; remediation mechanisms for violence or harassment

  • SDG 10.2 Promote inclusion of all

Own operations

Social value

Health, safety and

Safeguarding health, safety and well-being of people working with and for PostNL;
safe workplaces in facilities; road safety; prevention; remediation; illness; accidents

  • SDG 8.8 Labour rights, safe and secure work environment for all, equal pay

  • SDG 3.6 Road traffic accidents

Own operations

Social value

Human rights and labour practices

Respect human rights; favourable labour conditions; own workforce; outsourced activities; forced work; freedom of association; collective bargaining; fair remuneration

  • SDG 8.8Labour rights, safe and secure work environment for all, equal pay

Own operations and value chain

Social value

People attraction, development and retention

Labour market; talent; transformation; learning; personal growth; career; mobility; attractive employer; recruitment; turnover

  • SDG 8.5 Full and productive employment for all

Own operations

Social value

Responsible and resilient supply chain

Responsible procurement; screening & monitoring; ESG events disrupting international supply chains; transparency; data availability; due diligence

  • SDG 9.4 Upgrade infrastructure and retrofit business model to make it sustainable

Value chain

Social value; Environmental value

Social presence and responsibility

Deep roots in society; connection and engagement with local communities;
corporate citizenship; Special Moments fund

  • SDG 1.2 Reduce poverty

  • Connected society

Own operations

Social value