Policies, Reports & Ratings

Policies
Sustainability Reports
Quality Ratings

With more than 3 thousand vehicles CTT operates one of the largest car fleets in the country, indispensable to daily deliver millions of letters and parcels. We are aware of the environmental impact and we do everything possible to reduce it. We renew the vehicles, optimize the delivery routes, train our drivers to drive safely and ecologically. We strongly commit to alternative motorized vehicles, which we have been expanding in a significant manner.

The Environment Policy is a benchmark for the Company’s activity as a whole. Through this policy, CTT undertakes the environmental issue as a part of its business strategy and practices.

CTT Group considers its sustainable procurement policy crucial to fulfil its commitment to sustainable development.

The integration of these goals in the products and services designed, purchased and traded by the Group allows it to reach the performance targets defined within its strategy of sustainable development.

During the third quarter of 2014, CTT became an entirely private company and the only one in Portugal listed with 100% free float. This process led to the consolidation of the new dual corporate governance model, including the appointment of non-executive Directors and the introduction of new reporting practices.

In spite of the downward trend of mail volumes, we managed to increase operating income by 1.8%, revealing our strong focus on the consistency of the services provided to customers and on business innovation. Particular note should be made of the performance of the financial services, which strengthened their capacity to create value, increasing revenue by 70 million euros. Quality of Service recorded the usual levels of excellence (…), decisively influencing the customers' perception, 85% of whom consider themselves satisfied or very satisfied.

We attributed 500 thousand euros of support to social and environmental intervention initiatives, organising programmes to collect articles and distributed over 31 thousand solidarity parcels. At an environmental level, we have been declared the worldwide postal operator with the largest carbon footprint reduction in the last five years, -51%. We have continued to expand our electric fleet, a field in which CTT is a national leader. Concerning distinctions and awards, among others, we highlight the "Environment Trust Brand " attributed to the company, for the first time, by the Reader’s Digest Selections.

We connect the country and the world! We are proud of our contribution to the common good, conquered with the dedication of a vast team, but never satisfied.  We promise to do more and better.

Extract from the Chairman and CEO Statement – Sustainability Report 2014

Yearly Quality of Service Indicators

Monthly Quality of Service Indicators

December 2016

Target

Last
12 months

a) NON PRIORITY MAIL
% of deliveries until 3 working days 
% of deliveries until 15 working days


96,30
99,86


96,30
99,88

b) PRIORITY MAIL
% of deliveries in the next day (Mainland)
% of deliveries until 2 working days (Islands) 
% of deliveries until 10 working days


94,50
87,00  
99,85


94,30 
90,20
99,90

c) NEWSPAPERS and PERIODICALS
% of deliveries until 3 working days


96,30


98,30

d) INTERNACIONAL MAIL
% of deliveries until 3 working days
% of deliveries until 5 working days


88,00 
97,00


84,70 
96,80

e) PARCELS
% of deliveries until 3 working days


92,00


91,60

f) CTT POST OFFICES WAITING TIME
% of customers waiting in queue until 10 minutes


85,00


87,40

g) CUSTOMERS SURVEY
% of positive opinions


86,30

Technical sheet
a) Non-Priority Mail (*) – 50,000 items / year; confidence level 95%; margin of error 0.1%;
b) Priority Mail (*) - Mainland 48000 items / year; 95% confidence level, margin of error 0.2%; Islands 42,000 items / year; 95% confidence level, margin of error 0.3%;
c) Newspapers - 18,000 items / year; confidence level 95%; margin of error 0.2%;
External control with test panel. (*) Cumulative values since the beginning of the year;
e) 12,000 Parcels / year; confidence level 95%; margin of error 0.5%;
f) 5000 Observations / year; confidence level 95%; margin of error 0.7%;
g) 20000 Questionnaires / year; confidence level 95%; margin of error below 5%;
Remark:
The values calculated for the indicators refer to the period ending in the previous month;
Results calculated by internal quality control system
(*) Control system according to EN 13850 Quality information on universal postal service Quality information on universal service

CTT / AQ - Direção de Auditoria e Qualidade
Av. D. João II - 13, 7th floor
1999-001 LISBOA