Themes

Continuing our digital transformation and offering the best networks 

We made solid progress with our fiber roll-out strategy by covering 3.56m households in 2022. We continued to upgrade our mobile network, reaching 5G population coverage of 96%. Our efforts in both network domains have been recognized as best in class by external benchmarks.

Infrastructure is one of the key strategic elements – and one on which we continue to deliver solid progress. The Netherlands is building a high-quality, future-proof digital infrastructure based on fiber and 5G, enabling a first-class internet experience. And with our strategy, we are playing a leading role in this.

Innovation to spur sustainable growth

Innovation is crucial to KPN’s future business growth and our innovation themes are paying off. These themes give us the opportunity to bring focus, and enable us to meet new customer demands. Also, within our innovations, security and privacy are key themes to help our society.

Our approach to innovation, introduced in 2021 to support our Accelerate to Grow strategy, led to its first concrete results in 2022. Several projects from our innovation pipeline made it to the product portfolio. Cybersecurity, cloud gaming, platform as a service, and hybrid working were important areas of focus for our innovation efforts in 2022.

Security First and fostering customer privacy

We want everyone to enjoy the benefits of connectivity without having to worry, so, we strive for security first at KPN. Security is one of our most material topics and we work with security by design. By creating employee awareness, we are able to create the right security and privacy mindset.

As the scale and complexity of cybersecurity attacks grow globally, we are working to reduce cybersecurity risks and vulnerabilities, to protect our systems and data and those of our customers. 2022 was a year of change in how we structured and organized security at KPN, and embedded it across the organization.

Creating value for our customers

Our customer-centric approach means that in both Consumer and Business, we constantly listen to our customers to meet their needs and expectations, expand the variety and quality of our products and services, improve customer journeys, and focus on excellence.

Providing our customers a good service remains one of our top priorities, and we made solid progress in 2022. In 2022, we also sharpened our focus on the attention we give our existing customer base, strengthening our relationships with speed upgrades, content, and other attractive offers. Improving the customer experience received a boost with our entertainment and sports content offering.

Collaborating towards a sustainable value chain

KPN is already one of the world’s most sustainable telecom companies, every day is a chance to do better. This includes playing our part in tackling climate issues as part of our transition to sustainable growth. Supplier and customer engagement play an important role across the value chain to create the solutions we need to achieve our ambitious agenda towards zero waste and zero emissions.

Through our approach to sustainability, we aim to influence the environmental impact of our total supply chain, from suppliers to customers. This includes our procurement process, operations, and the impact of our products and services before, during and after use. We aim to be close to 100% circular by 2025. We use a roadmap to plan and track our progressin reducing the impact of our products and materials.