Letterbox mail is in fact subject to a statutory standard. The Dutch Postal Act obliges TNT Post to deliver mail six days a week. The Act also imposes requirements concerning quality: each calendar year, TNT Post must deliver an average of at least 95% of the domestic mail within 24 hours. So far in 2010, TNT Post has exceeded that standard.
The methodology applied by the Intomart research firm allows for very precise measurements of quality and has been approved by the Independent Post and Telecommunications Authority (OPTA). We report the findings to OPTA each year, with both the performance of the surveys and the findings being audited by an independent accountant, namely PricewaterhouseCoopers. As part of the quality survey, panel members are being given a set of test letters that look like ordinary mail. They then have to send the test letters – on predetermined days – to another panel member, who notes down the day of arrival. Around 50,000 test letters are sent each year.
“Each one of our 40,000 employees does everything possible, every day, to ensure that the mail is delivered on time. Of course this is ‘people work’, so now and again something may go wrong. Our people correct one another in such cases, especially in order to guarantee the high quality standard. We don’t do that because we are required to do so by law,” says Harry Koorstra, “but because we want to provide the best possible service quality to the customer. That’s our work; every day, six days a week. Not just today but in the future too.”
In case of any discrepancy between this press release and the original Dutch version, the Dutch version will prevail.
TNT provides businesses and consumers worldwide with an extensive range of services for their mail and express delivery needs. Headquartered in the Netherlands, TNT offers efficient network infrastructures in Europe and Asia and continues to optimise the performance of its networks. TNT serves more than 200 countries and employs some 160,000 people. Over 2009, TNT reported €10.4 billion in revenues and an operating income of €648 million. TNT is publicly listed on the stock exchange of Amsterdam. TNT recognizes its social responsibility, and has formed partnerships with the United Nations World Food Programme and the United Nations Environment Programme to fight hunger and pollution in the world. Our efforts are being recognised: in 2010, TNT was again designated the “Supersector Leader” for “Industrial Goods and Services” (including the “Industrial Transportation” sector) in the Dow Jones Sustainability Index (DJSI), More information about TNT can be found on its website http://group.tnt.com.
PostNL is the inventive partner in the world of sending and receiving. We have been so for 200 years already. We are primarily active in the fields of mail, parcels and e-commerce, but we also offer services in the areas of data and document management, direct marketing and fulfilment. Outside the Netherlands, we are active in Germany, the United Kingdom, Italy, Belgium and Luxemburg. PostNL employs a total of more than 59,000 people. In 2013 our revenues reached € 4.3 billion.
We like to stay ahead of things. We are the most modern postal company in the world. We are proud of that. As the first listed postal company, we are an example to the rest of the world in automatic letter sorting. And our innovative parcels network is completely adapted to the wishes of web retailers.