Annual Report 2024
Simplifying, connecting and advancing in a dynamic world
In the challenging circumstances of 2024, we made relentless efforts to adapt our operations and services, exploring international opportunities while maintaining a strong focus on customer and consumer journeys. We responded with a range of strategic initiatives and additional measures, including improvements in efficiency and capacity utilisation. Urgent action on USO obligations and government support remains essential to secure a future-proof and financially sustainable postal service for Dutch society.
A letter from our Board of Management
In 2024, PostNL marked its 225th anniversary, a milestone inspiring both pride and reflection. Our rich heritage reflects resilience, adaptability, and purpose. While we honour our past, sustained success requires ongoing evolution, particularly in a dynamic year like 2024. Our people’s dedication was evident as we processed a record-breaking three million parcels on Cyber Monday, reaffirming our e-commerce role. Innovations such as AI-driven logistics enhanced efficiency, improving the customer experience. Despite market challenges—rising costs, inflation, labour shortages, and shifting consumer behaviour—we remained focused, managing cash flow effectively.
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Highlights
How we create value
Our value creation model ensures long-term value for customers, our people, society, and investors through e-commerce and postal services. Guided by our double materiality assessment, we address key impacts, risks, and opportunities, strengthening resilience and sustainable growth. This approach enhances our positive impact while creating shared value for all stakeholders.
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Our strategy
At PostNL, we aimed to deliver a distinctive customer and consumer experience, strengthening our position as the leading e-commerce and postal service provider within, to, and from the Benelux region. Our ambition is to maintain market leadership, striving for the highest net promoter score (NPS) among both customers and consumers.
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Our performance
2024 proved to be a challenging year financially. However, through effective cash and balance sheet management, we successfully achieved our outlook for free cash flow and normalised comprehensive income. We provide detailed insights into the steps we took to realise this throughout the report.
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
