2.3 Delivery quality

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 parcels in the Netherlands and the delivery quality of next-day mail in the Netherlands .

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 delivery 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 year 2019 are disclosed for comparability only, and has not been audited. The performance is normalised for regular weeks, and therefore excludes peak weeks, 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 time frame of one working day to determine whether a parcel is delivered on time.

More information about the trend in our performance can be found in the 'Customer value' and 'Financial value' chapter.

Mail in the Netherlands

This indicator shows the performance in relation to the target set for next-day delivery in relation to the USO for mail in the Netherlands. The score for the current year is a preliminary result as the final result will be reported to ACM in May 2024. 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.