Customer value objectives

Providing customer value is a key driver within the company, and we believe that in recent years we have demonstrated the many ways we achieve this. We aim to accelerate our customers' success and ensure consumers can count on us by offering the best delivery options and simple and smart digital journeys.

In 2024, we will focus on our three customer value-related key material topics. The first is 'customer experience and digital solutions' where we want to ensure that customers can do business with us simply and conveniently. In 2023 we reported on our NPS performance for the first time, and our 2024 outlook is to maintain our average number one position in our relevant markets. The second is 'e-commerce growth', where we aim to capture further e-commerce growth by balancing volume, value and capacity. We have set a parcel volume growth outlook of between 7% to 10% for 2024. The third is 'accessible, reliable and affordable services', where a delivery quality of Parcels of 98% is our marker. As the main driver for improving the delivery quality of Mail in the Netherlands, we will continue to focus first and foremost on the annual net inflow of mail deliverers. These objectives contribute to our ambition to be everyone's favourite deliverer.