Customer value
PostNL Customer value performance indicators as indicated
2019- 2023
| Year ended at 31 December | Notes | 2019 | 2020 | 2021 | 2022 | 2023 |
|---|---|---|---|---|---|---|
| Key performance indicators | ||||||
| Net Promotor Score1 | 2.1 | not reported | not reported | not reported | not reported | Average Nr. 1 position |
| Parcel volume growth | 2.2 | 12% | 19% | 14% | (10%) | (0%) |
| Delivery quality Parcels in NL2 | 2.3 | 98% | 99% | 98% | 98% | 97% |
| Delivery quality Mail in NL3 | 2.3 | 94% | 94% | 94% | 91% | 89% |
| Other performance indicators | ||||||
| Reputation score (on a 0 -100 scale) | 2.4 | 67.1 | 73.9 | 71.6 | 67.1 | 67.0 |
| ISO 9001 certification (percentage of total FTE working in certified sites) | 94% | 94% | 92% | 97% | 96% |
- First reported in 2023
- 2019 not audited
- Letters delivered within 24 hours