Year ended at 31 December | 2018 | 2019 | 2020 | 2021 | 2022 |
|---|---|---|---|---|---|
Key performance indicators | |||||
Share of highly satisfied customers | 30% | 27% | 37% | 34% | 33% |
Share of satisfied customers | 82% | 80% | 83% | 83% | 84% |
Parcel volume growth | 22% | 12% | 19% | 14% | -10% |
Delivery quality Parcels in the Netherlands1 | 98% | 98% | 99% | 98% | 98% |
Delivery quality Mail in the Netherlands (2022 preliminary) | 95% | 94% | 94% | 94% | 91% |
Other performance indicators | |||||
Reputation score (on a 0 -100 scale) | 67.7 | 67.1 | 73.9 | 71.6 | 67.1 |
ISO 9001 certification (percentage of total FTE working in certified sites) | 100% | 100% | 100% | 100% | 100% |
Our customer value key performance indicators (KPIs) are the share of (highly) satisfied customers and delivery quality of Parcels and Mail in the Netherlands. These KPIs, including trends and explanations, are covered fully in the business report.
We measure customer satisfaction twice a year through an online survey performed by an independent external research company. In 2022, we invited more than 62,000 customers, both business customers and consumers, to participate (2021: 65,500) and our response rate was 8% (2021: 9%). In our survey, we ask our customers about their opinion on various elements of our business. This includes but is not limited to the timeliness and quality of our delivery, our communication, the quality of our service and help desks. International customers are not included in this survey, and their satisfaction is measured separately following a different method and is reported internally.
Where traditionally customers would only use mail or parcel services, the rise of omnichannel means that today’s customers use a range of products and services across the entire company. During their customer journey, customers interact with us through multiple channels and often switch between channels. For example, when receiving a parcel it is not uncommon for customers to use a combination of our website, the PostNL app, and our retail locations.
This is why we are focusing on creating a unique and personalised customer experience that provides them with a uniform and consistent experience, no matter how, where or when they interact with us. In 2023 we will switch to using net promoter score (NPS) to measure customer satisfaction, both internally and externally, which will provide us with greater insights into customer satisfaction. More information on customer satisfaction developments in 2022 can be found in the 'Customer value'
chapter and 'Enhance customer interaction'section.
We calculate this indicator through the relative volume growth compared to the previous year. More information can be found in the 'Financial value' chapter and the 'Customer value' chapter.
At PostNL, the quality of our services is a key driver for our success. In order to grow, we need to have the basics right. This is why we focus strongly on the operational performance of our core processes and services. We measure and monitor a wide variety of performance metrics against targets set in order to identify and follow up on improvement areas. At Group level, we defined two key performance indicators, the delivery quality of 24h mail in the Netherlands and the delivery quality of parcels in the Netherlands.
The delivery quality of parcels in the Netherlands that we use as a key performance indicator covers the processes from sorting to delivering for our core parcels network. 2020 was the first year we set targets at senior management level and reported on performance externally. Consequently, the performance covering the years 2018 and 2019 are disclosed for comparability only, and have not been audited. The performance is normalised for regular weeks, and therefore excludes peak weeks due to for example easter and the year end festive season. Around 75% of weeks are included in the definition of this key performance indicator. Unless other specific arrangements are made with customers or for product types, PostNL applies a timeframe of one working day to determine whether a parcel is delivered timely.
More information about the trend in our performance can be found in the 'Customer value' and 'Financial value' chapter.
This is a preliminary result as the final result will be reported to ACM in May 2023. This preliminary result does not take potential corrections for force majeure events into account. More information on the trend in our performance is provided in the 'Customer value' and 'Financial value' chapter.
In addition to customer satisfaction, we also monitor our corporate reputation. The independent Reputation Institute calculates the RepTrak pulse score for our Dutch operations, based on a representative sample of respondents from Dutch society. The score is determined based on opinions of different stakeholders, including customers and employees. After a peak in 2021 and 2020, with respective scores of 73.9 and 71.6, we noted a decrease in our reputation score in 2022 (67.1).
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