Annual Report 2023
Staying resilient in volatile times
2023 was another year of volatility across both societies and markets, impacting people, businesses and PostNL. We remained focused on our long-term strategy, and continued on our strategic path toward strengthening our base for anticipated growth of our Parcels business and stabilising our performance at Mail in the Netherlands. At the same time, we continued to focus on creating value for customers, our people and the environment.
Reflecting on 2023 with our CEO
The year was a difficult one for many people around the world. We once again witnessed the terrible impact of war, as the conflict in Ukraine continued and hostilities in the Middle East flared up. First and foremost, we have to acknowledge the profound human impact of these conflicts. Across our markets, extremely high levels of inflation caused a decrease in the purchasing power of companies and consumers, leading to low consumer confidence and consumer spending. In the Netherlands, the impact of shortages in the labour market continued, which has led to greater competition for employees among companies. However, in this volatile world we continued to adapt to changing circumstances while further consolidating the foundation for our strategy, supported by the hard work of our team.
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Highlights
How we create value
Our value creation model illustrates our process of achieving long-term value for our customers and investors, our people, society and the company by providing logistics and postal services. Driven by our purpose to deliver special moments, we continuously enhance our business model to adapt to market dynamics and technological developments.
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Our strategy
We want to be the leading e-commerce logistics and postal solutions provider in, to and from the Benelux. We have defined clear strategic objectives aimed at creating value for our customers, our people, society, the environment, and our investors. Executing our strategy will contribute to achieving our ambition to be your favourite deliverer.
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Our performance
The ongoing challenging macroeconomic and geopolitical environment continued to strongly impact the company. Throughout the report we provide detailed insights into how we performed on our strategic objective to generate sustainable growth and cash flow in 2023.
Read moreKey performance indicators
Financial value
Normalised EBIT (in € million)
Financial value
Free cash flow (in € million)
Social value
Share of engaged employees
Customer value
Net Promoter Score
Environmental value
CO2 efficiency (In grammes per km)
