3.4 Consumers and end-users

Consumers and end-users are at the heart of the services we provide, and meeting their needs responsibly is fundamental to our role in society. Their experience shapes our licence to operate, from safeguarding privacy and data security to ensuring accessible, safe and sustainable delivery options. As expectations evolve, we continue to enhance transparency, protect consumer rights and improve the quality and inclusivity of our services. Our consumers and end-users include anyone receiving, sending or interacting with our products and services.

3.4.1 Our actions

3.4.1.1 Information related impacts for consumers and/or end-users

Privacy

Further Implementation of the Privacy Control Framework

To safeguard consumer privacy and ensure compliance with GDPR, PostNL continues to implement and refine its Privacy Control Framework. This action includes maintaining up-to-date governance, a processing register (audited twice yearly), Data Protection Impact Assessments (DPIAs), Personal Data Breach reporting processes and compliant third-party agreements.

To further safeguard privacy, we embedded the Privacy Control Framework across all business segments in 2024 and strengthened it in 2025 with an updated DPIA process description. This ensures consistent handling of assessments and better alignment between business and the Privacy Office. This new process description ensures a consistent way of working hereby reducing legal risk and ensuring compliance with the GDPR. The progress of the Privacy Control Framework is monitored via audits, internal reviews and self-assessments.

The Privacy Control Framework remains a cornerstone of our data protection strategy. Future updates will further integrate privacy-by-design in digital services, with continued alignment to GDPR, supported by regular audits and stakeholder input.

Updated version of the Personal Data Breach register

The privacy statement was updated in the first quarter of 2025. In parallel, we finalised the update of our Personal Data Breach register in the last quarter of 2025, creating a more accessible and user-friendly system for tracking and responding to privacy incidents and improving GDPR audit readiness. This updated register improves internal monitoring, ensures traceability of incidents, and strengthens follow-up and reporting processes. The action supports PostNL’s broader privacy framework which helps maintain trust among consumers and end-users.

The updated register is in line with the Guidelines for Privacy Incidents and Data Breaches and is being developed by the Privacy Office to support the business with privacy compliance. The effectiveness of the updated register is tracked by monitoring registration quality, accessibility, and follow-up timelines. Once implemented, the new register will be used to ensure structured incident reporting and improve GDPR audit readiness.

3.4.1.2 Social inclusion of consumers and/or end-users

Access to products and services

Digital access

PostNL e-ID

In 2025, we continued to enhance secure and inclusive digital access. The PostNL e-ID rollout advanced, increasing validated accounts and adoption across services in the Netherlands and Belgium, helping users protect their data and manage preferences securely. The initiative is part of ongoing operational digital security efforts. The rollout will continue in 2026 with further technical refinements and functional expansion. PostNL is focused on improving secure access and supporting user control through digital innovation.

PostNL Account

At the same time, we expanded the PostNL account, with new nationwide delivery preference options—such as safe place or pick-up location—contributing to higher satisfaction and fewer complaints. This action supports secure, inclusive access to digital services and contributes to PostNL’s objective of maintaining reliable, user-centred delivery experiences despite operational pressures. Anyone with a Dutch or Belgian address is able to create a PostNL account.

The action builds on foundations laid in 2024. In 2025, new features were launched nationwide, and adoption is growing. By year-end, 3.2 million registered delivery preferences were targeted. Internal tracking shows reduced complaints about unwanted parcel routing and increased use of the account.

This action will be refined further in 2026. Enhancements may include new preference types or better integration with other services. Continued improvements aim to strengthen customer autonomy and satisfaction.

Preparations of EAA compliance

Building on our 2024 foundation, we achieved substantial improvements in digital accessibility through continued compliance efforts with the European Accessibility Act (EAA), demonstrating measurable progress in creating inclusive digital services, in particular for groups with digital accessibility needs. PostNL aims to create an inclusive environment where everyone, including people with physical disabilities and neurodiverse individuals, can fully access and benefit from our services. Our EAA compliance initiative directly addresses reputational, compliance, and financial risks while enhancing customer proximity through secure, inclusive digital services.

The initiative is supported by quarterly user testing with people with disabilities and tighter design criteria for product teams. Our homepage ranked among the world’s top 5% most accessible (WebAIM). Key improvements included enhanced screen reader support and keyboard operability for people with visual and motor disabilities.

Resources were allocated through our Digital Channels and Interactions department, including quarterly user research programmes and ongoing accessibility audits. Investment supported team training, building an internal knowledge base, accessibility tools, and external consultant engagement to ensure comprehensive compliance implementation.

Looking ahead, we will embed automated testing and we will continue integrating Design for All principles into digital development, with a formal update planned for 2026.

Physical and retail access

Network expansion for improved service accessibility

In 2025, PostNL continued its strategy to improve access to parcel services in Belgium and the Netherlands. In the Netherlands, we grew our automated parcel lockers (APLs) from around 1,100 to more than 1,400 locations. We will continue to increase the number of APLs in the Netherlands in the coming years. In Belgium we maintained 1,200 retail points, with plans to increase this number in 2026, and prepared for the 2026 APL pilot. Print-on-Retail functionality was finalised, improving convenience and inclusivity. This is key to enhancing physical accessibility and flexibility, especially outside standard opening hours and these actions support inclusive and user-friendly access to services and align with our promise to customer proximity and accessibility.

Effectiveness is monitored using usage data, consumer feedback and service quality metrics. These actions address the risk of not meeting expected accessibility and reliability standards and respond to rising demand for more autonomous and flexible parcel services.

Cost-savings programme and network efficiency initiative

To safeguard affordable access amid declining mail volumes, we implemented efficiency measures in our postal network. These cost savings touch the whole of Mail in the Netherlands —ranging from collection to sorting, preparation and distribution, and also includes the commercial products. The latter also includes the development of digital alternatives to continue to service customers.

One of the cost-saving measures relates to improved efficiency in postbox collection. Collection times were optimised at 10,000 locations, while later collections were retained in shopping areas, delivering both cost and CO₂ savings. This network efficiency initiative forms an important element of the cost-saving programme for Mail in the Netherlands. The programme as a whole is necessary to address the structural decline in mail volumes and the rising cost base facing Mail in the Netherlands. In parallel, we launched a pilot of 'Rechtsgeldig Mailen', a digital alternative to registered mail, with an evaluation planned for 2026.

Both initiatives supported our objective to offer reliable, inclusive, and cost-efficient services for all consumers and end-users. While results will be evaluated in 2026, both actions are expected to improve digital access and operational efficiency. Progress is monitored through customer usage data, satisfaction, and accessibility indicators.

Looking ahead, we will continue to expand flexible parcel access, refine digital services and pursue further cost and emissions savings in our mail operations, while ensuring proximity and reliability for all users.

3.4.2 Our performance

3.4.2.1 Information-related impacts for consumers and/or end-users

Privacy

PostNL has not defined specific corporate-level targets for privacy management. Privacy management remains process-driven and fully embedded in our internal compliance structure. As privacy risks are closely linked to regulatory obligations, we continue to focus on consistent implementation and legal adherence. Effectiveness of PostNL’s measures to protect personal data is assessed through internal performance indicators as regular audits, reviews of privacy controls and yearly review of the privacy statement. Privacy management remains embedded in our compliance structure, focused on consistent legal adherence rather than external target-setting.

3.4.2.2 Social inclusion of consumers and/or end-users

Access to products and services

Digital access

No formal targets have been set for digital accessibility, as progress is driven by ongoing development and feedback cycles, focusing on compliance with standards as the European Accessibility Act (EAA).

Effectiveness is monitored through audits, quarterly user testing with people with disabilities, and monthly reviews by the Digital Channels & Interaction team. Key indicators include resolved audit findings, user satisfaction trends and accessibility improvements. This ensures continuous alignment with EAA standards.

Physical and retail access

We have not set formal targets for network expansion, as flexibility is needed to adapt to local retail dynamics in Belgium and the Netherlands. Current initiatives include Print on Retail and, in Belgium, APL pilots.

Effectiveness is measured through customer usage data, feedback, accessibility indicators and rollout milestones, enabling us to monitor impact and adjust where required.

Cost savings and efficiency

To maintain an affordable postal network under pressure from declining mail volumes and rising labour costs, PostNL again set a target of €40 million in cost savings for 2025. This built on previous results (€39 million in 2023, €40 million in 2024), with savings achieved through postbox collection optimisation, process automation and broader operational efficiencies.

Progress was monitored monthly by the Transformation Office and reviewed by the Executive Committee (EC). In 2025, we realised €37 million in cost savings, contributing to continued affordability and alignment with our USO.

Enabling access through performance

PostNL’s Parcels network is a critical delivery service in the Benelux. As the universal postal service provider in the Netherlands, PostNL ensures wide accessibility through its Mail network. We invest in out-of-home (OOH) channels, digital services and enhanced accessibility for individuals with disabilities as part of our strategy to improve service quality, tracked through NPS. However, challenges such as rising labour costs and constraints in labour availability pose risks to the accessibility and reliability of postal services.

We report on four entity-specific KPIs that measure the quality of our products and services, as well as growth in parcel volumes, demonstrating how we enable access to our parcel and postal logistics to consumer and end-users.

cNPS

The competitor NPS (cNPS) is measured twice a year by Ipsos I&O to assess customer experience, segmented by target audience and provider. The annual score is determined by aggregating the cNPS results from the two assessments across the relevant markets and averaged to determine an overall position, based on responses from customers within the defined target audiences. In the comparative analysis with our primary competitors, PostNL's performance is assessed across key e-commerce segments, including senders and receivers, business customers and consumers, and domestic and international parcels.

PostNL Net Promoter Score as indicated

In 2025, we retained our average number one position in relevant markets. Monthly tracking NPS of our most important journey and of our touchpoints allows us to focus on enhancing the customer experience, leading to actionable insights and improvements. For example, we have worked on improving important customer journeys such as ‘I receive a package’ for consumers, ‘I get updated about my shipments’, and ‘I become a customer’ for business customers. We are also continuously working on improving our digital channels such as the app and the business portal. We help SMEs to realise their full potential, and we ensure a seamless interaction with PostNL for consumers and customers.

Parcel volume growth

The parcel volume growth performance indicator measures the parcel volume development annually. We calculate this indicator through the relative volume growth compared to the previous year.

PostNL Parcel volume growth as indicated

Parcel volumes grew by 1.2% in 2025, with domestic volumes decreasing by 0.7%, resulting in a slightly lower market share. International parcel volumes continued to grow, rising by 8% year-on-year. However, the volume growth was accompanied by mix effects—both in customer segments and product types—that were less favourable than anticipated, leading to increased client concentration.

Delivery quality Parcels in the Netherlands

The delivery quality of Parcels in the Netherlands that we use as a KPI covers the processes from sorting to delivery for our core parcels network. The performance is normalised for regular weeks, and therefore excludes peak weeks, for example, Easter and the year-end festive season, resulting in around 75% of weeks included. 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.

PostNL Delivery quality Parcels in NL as indicated

In the first half of 2025, delivery quality for Parcels in the Netherlands reached 97%, which was within our target range. The trend was positive early in the year, and a major network redesign led to cost savings while keeping quality on track.

However, from Ascension Day onwards, quality declined — even during non-peak weeks. The main causes were higher volumes combined with increased absenteeism among distribution staff. Additionally, APL and retail scores dropped due to capacity issues.

In the second half of 2025, performance improved through a stronger focus on balancing capacity, enhancing attention to distribution, and increasing the OOH capacity.

In Belgium, delivery quality for Parcels improved thanks to network redesigns, including enhanced connections. In June, there was a slight dip in performance due to holidays and limited distribution capacity. Delivery quality then recovered and remains stable.

Delivery quality 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, measured by an external third party. This independent research firm measures the time between posting and delivering by sending a representative amount of test letters throughout the year and calculates the time needed for delivery.

The score for the current year is a preliminary result as the final result will be reported to ACM in May 2026. This preliminary result does not take potential corrections for force majeure events into account. The final report also contains a full description of the methods, limitations and measurements used.

PostNL Delivery quality Mail in NL as indicated

For 2025, the delivery quality of Mail in the Netherlands was consistent with 2024, at 86%. For more information on delivery quality Mail in the Netherlands, see chapter Regulatory developments.