Year ended at 31 December | Notes | 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% |
Year ended at 31 December | Notes | 2018 | 2019 | 2020 | 2021 | 2022 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
Share of engaged employees | not comparable | 76% | 84% | 84% | 81% | |
Absenteeism (share of total working days) | 5.9% | 5.4% | 5.9% | 6.0% | 7.4% | |
Other performance indicators | ||||||
Headcount (scope of non-financial reporting) | 37,785 | 35,721 | 40,541 | 37,365 | 35,647 | |
Fulltime equivalents (scope of non-financial reporting) | 20,421 | 20,528 | 22,304 | 21,964 | 21,715 | |
Share of females in total headcount | 49% | 48% | 49% | 48% | 47% | |
Share of females in operational management positions | not reported | not reported | 21% | 23% | 25% | |
Share of females in middle management positions | not reported | not reported | 32% | 33% | 35% | |
Share of females in senior management positions | 25% | 27% | 28% | 29% | 31% | |
Share of females in management positions | 27% | 27% | 28% | 30% | 32% | |
Training hours per FTE | 22 | 26 | 21 | 21 | 17 | |
Average training costs per FTE | not reported | not reported | 740 | 781 | 714 | |
Fatal accidents | 2 | 3 | 1 | 2 | 3 | |
Recordable accidents (per 100 FTE) | 4.7 | 4.2 | 4.0 | 4.7 | 3.8 | |
ISO 45001 certification (percentage of total FTE working in certified sites) | 99% | 99% | 98% | 98% | 97% |
Year ended at 31 December | Notes | 2018 | 2019 | 2020 | 2021 | 2022 |
|---|---|---|---|---|---|---|
Key performance indicators | ||||||
CO2 efficiency (in grammes per km) | 231 | 245 | 249 | 203 | 152 | |
Share of emission-free delivery of mail and parcels in the last-mile | 17% | 19% | 20% | 20% | 22% | |
Share of emission-free delivery of mail in the last-mile | 62% | 64% | 68% | 73% | 78% | |
Share of emission-free delivery of parcels in the last-mile | 0% | 1% | 1% | 1% | 1% | |
Other performance indicators | ||||||
Scope 1 GHG emissions (gross in ktCO2e) | 38 | 41 | 41 | 34 | 26 | |
Scope 2 GHG emissions (gross in ktCO2e) | 0 | 0 | 0 | 0 | 0 | |
Scope 3 GHG emissions (gross in ktCO2e) | 179 | 174 | 187 | 196 | 175 | |
Total GHG emissions (gross in ktCO2e) | 217 | 215 | 228 | 231 | 201 | |
Energy consumption (total scope 1 and 2 in TJ) | 939 | 932 | 1,032 | 1,030 | 1,004 | |
Energy efficiency buildings (TJ / 1,000 m2) | 0.58 | 0.47 | 0.47 | 0.40 | 0.38 | |
Energy efficiency fleet (TJ / million km) | 5.5 | 5.6 | 5.8 | 5.8 | 5.8 | |
NOx emissions (scope 1 in kg) | 35,935 | 39,282 | 43,202 | 39,966 | 38,275 | |
NOx emissions (scope 1 in g/km) | 0.43 | 0.42 | 0.42 | 0.37 | 0.36 | |
PM10 emissions (scope 1 in kg) | 651 | 734 | 825 | 839 | 840 | |
PM10 emissions (scope 1 in g/km) | 0.01 | 0.01 | 0.01 | 0.01 | 0.01 | |
Share of vehicles complying with Euro 6 | 76% | 80% | 84% | 95% | 97% | |
Share of vehicles complying with Euro 5 | 24% | 20% | 16% | 5% | 2% | |
ISO 14001 certification (percentage of total FTE working in certified sites) | 100% | 100% | 100% | 100% | 100% |
iOS
Android