Customer outlook 2025
PostNL Sustainability performance and outlook as indicated
2024 - 2025
| Year ended at 31 December | 2024 | Outlook 2025 |
|---|---|---|
| Net Promotor Score | Average No. 1 position in relevant markets | Average No. 1 position in relevant markets |
| Parcel volume growth | 7% | 2% |
| Delivery quality Parcels in NL | 97% | 95% - 98% |
| Share of engaged employees | 67% | 68% |
| Absenteeism | 8.5% | 7.6% |
| CO2 efficiency | 128 | 117 |
| Emission-free last-mile delivery | 28% | 32% |
The following table summarises our non-financial key performance indicators actual results for 2024 and outlook for 2025.
In 2025, we will continue to build on our commitment to deliver seamless, high-quality services tailored to evolving customer needs. Our investments in digital innovation, logistics optimisation, and e-commerce solutions ensure we remain the preferred delivery partner for customers and consumers alike. To better align with market dynamics and our strategic ambitions, we will refine the scope of our net promoter score (NPS), shifting our focus from maintaining the #1 position in relevant markets to #1 in the e-commerce sector. This adjustment reflects our dedication to strengthening our position in a rapidly evolving landscape while continuing to deliver for customers and consumers.
Strengthening e-commerce and logistics
We will further enhance our network by accelerating the roll-out of APLs while making continuous improvements to the PostNL app, providing greater flexibility, accessibility, and convenience. These efforts ensure a frictionless experience for our customers and consumers, reinforcing trust in our services. As cross-border e-commerce demand grows, particularly from Asia, we are optimising our hubs and processes, strengthening our European network to streamline international parcel flows, and ensuring efficient fulfilment solutions for e-tailers and SMEs.
Driving operational efficiency and cost reduction
To meet rising parcel volumes while maintaining efficiency, we are advancing automation and digitalisation across our logistics operations. Enhanced sorting and routing capabilities are reducing processing times and operational costs while improving reliability. In 2025, we aim to achieve further cost savings across e-commerce operations by refining our network flexibility and balancing capacity throughout peak and off-peak periods.
AI and agile transformation
Innovation remains at the heart of our strategy, which in 2025 will continue with a strong focus on AI and digital enhancements that improve the customer experience and operational efficiency. The PostNL app continues to evolve, offering greater personalisation and control over deliveries for consumers, and in 2025 we aim to launch delivery preferences in our Belgian app. At the same time, data-driven logistics and advanced analytics are optimising delivery routes, improving real-time tracking, and reducing delays. Additionally, by integrating digital platforms more seamlessly with e-tailers, we make it easier for businesses to connect with our systems and benefit from our logistics solutions.
Future-proofing mail services
For over 225 years, PostNL has proudly connected people and businesses across the Netherlands with accessible, reliable, and affordable postal services. However, the mail market continues to face significant challenges, and urgent action is required to adapt the USO to align with market realities, evolving consumer needs, and the economic sustainability of the postal network.
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.
Focus areas for 2025
To accelerate our customers’ success and ensure consumers continue to rely on our services, we are realising the following priorities in 2025:
- Improve our customer value propositions to SMEs
- Continue implementing our mail services to counter declining volumes
- Optimise our collection networks to balance cost and quality
- Increase out-of-home and first-time delivery by working with customers to improve check out options and stimulate consumer delivery preferences
- Improve the consumer and end-user experience.
As we move through 2025, these priorities will shape our strategy, ensuring we continue to provide high-quality, innovative, and customer-centric services in a rapidly evolving market.