By understanding and acting on the issues that are most important to PostNord’s various stakeholders the right priorities for developing the Group can be established.
The categories that are most impacted by, or are most dependent on, PostNord's operations are described below.
Customers and recipients
PostNord is a leading operator in the Nordic region in communication and logistics, and strives to be the first choice for customers and recipients throughout the Nordic region. Business and private customers must be able to reach their recipients at the right time, reliably and efficiently – whether the task involves a global logistics solution, an advertising campaign or a birthday greeting. Recipients must be able to rely on all deliveries – irrespective of whether they are letters or parcels – being made in the way they wish, whether to the home, to a service partner or to the trunk of the car.
Dialogue and follow-up: Customer contacts, customer service, drivers and mail carriers, PostNord’s service partners, customer ombudsmen, customer and corporate image surveys and the Group prioritization program PostNord listens.
Issues in focus: Technical and perceived delivery quality, availability, high expertise and good customer care, security, eco-friendly solutions, sustainability in the supply chain.
With around 33,000 employees (FTE), PostNord is one of the largest employers in the Nordic region and bears a considerable measure of social responsibility. PostNord is to offer an attractive, stimulating workplace.
Dialogue and follow-up: Performance appraisals, workplace meetings, employee dialogues, employee surveys, communication via various internal channels, dialogue with trade unions.
Issues in focus: Customers and quality, Group’s goals and priorities, leadership and responsible restructuring, working conditions, health and safety, opportunities for development, workplace equality.
PostNord is owned 40% by the Danish State and 60% by the Swedish State. The overall mission set by the owners is to ensure the universal service obligation while creating value.
Dialogue and follow-up: Annual General Meeting (AGM), annual and sustainability report, interim reports, ongoing dialogue via discussions and meetings.
Issues in focus: Structure for and performance of universal service obligation, delivery quality, value creation and financial stability, responsible and attractive employer, sustainable products and services, sustainability in the supply chain.
“Business partner” summarizes PostNord’s relationship with partners outside the Group, such as suppliers and distribution points. PostNord procures goods and services for considerable amounts every year and has more than 6,100 distribution points.
Dialogue and follow-up: Meetings with suppliers, procurement and purchase documentation, dialogue with service partners.
Issues in focus: Collaboration, reliability and delivery quality, information from PostNord as support in customer contacts. Sustainability in the supply chain and transparency in procurement processes.
PostNord plays a key role in the business community and society. Operating a stable and profitable business in the long term, with a focus on the environment and social responsibility, strengthens competitiveness and satisfies expectations regarding accountability.
Dialogue and follow-up: Dialogue with public authorities, politicians, decision-makers and opinion-formers. Dialogue and collaboration with trade associations, advocacy organizations (for example, on rural issues), organizations for sustainable development and social accountability, and with students.
Issues in focus: Delivery quality, the environment, safety, reliability, availability, consideration for customer needs, value- for- money in products and services.
PostNord finances its business partly through bonds. The confidence of the capital market is therefore important to the Group.
Dialogue and follow-up: Interim reports, annual and sustainability report, meetings and discussions with analysts and lenders.
Issues in focus: Value creation and financial stability, net debt ratio, cash flow, business model, ownership structure.