Key performances
Robust progress on strategy
In 2021, we continued to make good progress against our strategic and financial ambitions. We made an important step towards sustainable top-line growth and the efforts made in customer satisfaction are bearing fruit, as illustrated by customer satisfaction improvements in both Business and Consumer.
Financial key performances
Adjusted EBITDA AL 1, 2
€ millions
- 2019
- 2,317
- 2020
- 2,320
- 2021
- 2,347
Capital expenditure 1
€ millions
- 2019
- 726
- 2020
- 765
- 2021
- 784
Free cash flow growth 1
€ millions
- 2019
- 1,115
- 2020
- 1,147
- 2021
- 1,216
Commited to progressive dividend policy
€ cents
- 2019
- 12.5
- 2020
- 13
- 2021
- 13.63
Return on capital employed 4
- 2020
- 10.1%
- 2021
- 11%
Total Shareholder Return (TSR) 5
- Telco index 2021
- 16.2%
- KPN 2021
- 15.1%
Non financial key performances
Network infrastructure
# FttH households
- 2019
- 2.47m
- 2020
- 2.78m
- 2021
- 3.22m
Network infrastructure 6
Sites 5G ready
- 2019
- 641
- 2020
- 2,936
- 2021
- 4,000
Network speed
Average maximum download speed broadband fixed per year-end (Mbps)
- 2019
- 236
- 2020
- 377
- 2021
- 446
Network speed
Average 5G download speed mobile network per year-end (Mbps)
- 2021
- 210
Energy consumption in petajoules
Energy consumed By KPN
- 2019
- 2.728
- 2020
- 2.428
- 2021
- 2.132
Energy consumption in petajoules 7
Estimated energy consumption saving by KPN customers
- 2019
- 3.437
- 2020
- 9.8022
- 2021
- 6.588
B2C products and services
Fixed-mobile households as percentage of fixed households
- 2019
- 52%
- 2020
- 53%
- 2021
- 54%
B2C products and services
Postpaid customers
- 2019
- 3.588m
- 2020
- 3.584m
- 2021
- 3.647m
B2C products and services
RepTrak Reputation score
- 2019
- 74.4
- 2020
- 76
- 2021
- 74.4
Strategy
Connecting the Netherlands through fiber
Fiber footprint KPN
- 2019
- 31%
- 2020
- 35%
- 2021
- 40%
5G coverage Dutch population
Population coverage
- 2021
- 81%
Connecting the Netherlands through fiber
Scaling up roll-out to 9k on average per week
- 2019
- 2k
- 2020
- 6k
- 2021
- 9k
Consumer
Stable customer base: household
- 2020
- 3.55m
- 2021
- 3.53m
Business
Stable to growing customer base: Mobile, Broadband, VoIP, Fixed voice
- 2019
- 2.9m
- 2020
- 3.1m
- 2021
- 3.2m
Consumer
Customer satisfaction
- 2019
- 19
- 2020
- 11
- 2021
- 16
Business
Customer satisfaction
- 2019
- -4
- 2020
- -2
- 2021
- 4
New ways of digital working
Employee engagement
- 2019
- 77%
- 2020
- 86%
- 2021
- 82%
Continued disciplined cost control program
Indirect cost reduction (€)
- 2019
- 141m
- 2020
- 137m
- 2021
- 47m
1. Based on continuing operations
2. KPN defines EBITDA as operating result before depreciation (incl. impairments) of PP&E and amortization (incl. impairments) of intangible assets. Adjusted EBITDA after leases are derived from EBITDA and are adjusted for the impact of restructuring costs and incidentals (‘adjusted’) and for lease costs, incl. depreciation of right-of-use assets and interest on lease liabilities (‘after leases’ or ‘AL’). Reconciliations can be found in Appendix 1
3. To be proposed at the AGM on 13 April 2022
4. Net operating profit less adjustments for taxes divided by capital employed
5. Rebased to KPN’s closing price of the last trading day of 2020
6. Restated number including replacement sites and densification sites
7. Restated due to updated calculation method
