How we accelerated our customers' success, ensured consumers can count on us, and worked to secure a sustainable mail businessFocus areas

Keep mail for everyone, reliably delivered and prepared for the future

In the Netherlands, we want to keep mail for everyone, reliably delivered and prepared for the future. However, for more than 20 years we have deployed a wide range of measures to improve efficiency, cut costs, and keep our mail business financially healthy. Examples include centralising sorting locations, implementing new sorting machines capable of highly automated mail processing, using digitalisation in our processes, and introducing efficiencies to our delivery routes. We have also optimised our pricing to stay profitable while taking into account price elasticities. However, the current position of Mail in the Netherlands is untenable, with the volume of next-day mail declining significantly, while we are still obliged to fulfil next-day delivery, five days a week.

More information on this, including PostNL’s request for temporary government financial support under the Dutch General Administrative Law Act to cover net USO costs for 2025 and 2026, can be found in the Future of Mail box in the Our operating context chapter.

Efficiency projects

Logical Delivery

In 2024, we continued to strengthen our operations by further rolling out Logical Delivery, a system that constructs the most efficient mail delivery routes to optimise delivery times. This model allows for more streamlined and sustainable routes, particularly as we manage decreasing mail volumes. By the end of the year, around 90% of these routes had been integrated into the new logistical model, and we expect the remaining routes to be included by the first quarter of 2025.

Smaller footprint, greater efficiency

We also succeeded in reducing our operational footprint by centralising processes and relocating resources in 2024. This realignment enables us to operate more sustainably and effectively, positioning us well for future adjustments in the logistics chain.

Evolving mailbox network

To ensure an accessible and affordable postal network amidst a declining market, we are gradually reducing the number of mailboxes across the country, while adhering to postal law requirements. Essential mailboxes near healthcare facilities and key locations remain in place, ensuring accessibility, with mailboxes available within 1–2.5 kilometres depending on population density.

Greenwheels scores with PostNL

Greenwheels, a pioneer in shared mobility, sought innovative ways to attract potential customers. In collaboration with a direct marketing agency, PostNL organised a PostLab session to refine their strategy. Maaike Ypeij, senior marketer at PostNL, explains: “We analysed a previous campaign and identified key areas for improvement, highlighting the importance of personalised direct mail with a clear call to action. We focused on individuals within a 500-metre radius of the cars, while a data segmentation specialist advised targeting addresses aligned with Greenwheels’ most profitable customer profiles. This approach enabled a more targeted and efficient campaign.”

The new campaign, informed by insights from the PostLab session and enhanced data analysis, achieved outstanding results: a 100% increase in page views compared to the previous campaign and a 67% increase in revenue in the targeted areas. "For me, this collaboration between Greenwheels and PostNL demonstrates how traditional marketing methods, when combined with advanced segmentation techniques and a sustainable approach, can deliver exceptional outcomes," says Ypeij.

Additionally, from February 2025, we began emptying 75% of mailboxes earlier in the day, while maintaining collections after 5:00 pm at key locations such as shopping centres and stations. Mourning and medical mail services remain unchanged, ensuring continued priority and accessibility. Previously, all mailboxes were emptied between 5:00 pm and 7:00 pm. By optimising collection times, we improve efficiency in mail processing and delivery, allowing us to continue guaranteeing an affordable and reliable postal service. This approach aligns with our broader efforts to future-proof our mail network.

Efficient digital mail solutions

We continuously look at how digital solutions can complement our physical product portfolio, ensuring we meet evolving customer needs in a more efficient and sustainable way. By integrating digital equivalents where they add value, we help customers manage their mail more effectively for the long term. This includes:

  • Postal returns: All return mail items are scanned, digitised, and delivered securely
  • Form and reply card processing: Forms and cards are digitised with prompt response options
  • eDelivery (legally compliant mailing): eDelivery provides proof of sending and delivery, meeting European legal standards for registered mail
  • Digital mail room: All incoming mail is rerouted to be scanned and then directed to the relevant departments for efficient processing.
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