Introduction
In a year in which connectivity, digitalization and artificial intelligence (AI) increasingly impacted our society, KPN remained unwavering in its commitment to connect everyone in the Netherlands to a sustainable future.
Our expanding digital infrastructure is an important backbone of a resilient economy. In 2025, we strengthened our networks and services so that customers, businesses, and society can rely on secure and high-quality connectivity. We continued the rollout of fiber, improved network reliability, and enhanced digital services to support future opportunities. As a result, 2025 became the year in which we clearly demonstrated the value of connection.
Our expanding digital infrastructure is an important backbone of a resilient economy. In 2025, we strengthened our networks and services so that customers, businesses, and society can rely on secure and high-quality connectivity. We continued the rollout of fiber, improved network reliability, and enhanced digital services to support future opportunities. As a result, 2025 became the year in which we clearly demonstrated the value of connection.
Connect, Activate & Grow
This last year also marked an important next step in our "Connect, Activate & Grow" strategy, building on the foundations laid in previous years. As well as expanding our fiber footprint, we are increasingly focusing on connecting and activating households. With a more targeted approach to the remainder of our fiber rollout, we have set the ambition to cover up to 85% of the Netherlands by 2030.
We are accelerating our transformation to improve customer satisfaction and reduce costs, and we aim to create long-term benefits for customers, employees, and investors alike. In 2025, we also launched a multi-year savings program targeting approximately €100 million in net indirect opex savings annually by 2030. AI is at the core of our transformation and embedded in different ways. In the coming years, we keep automating many of our operational activities, resulting in lower costs and superior customer service. Looking ahead, our ambition is clear: sustainable growth, strong returns, and a continued commitment to shaping a connected, inclusive digital society for all.
Network leadership
Together with Glaspoort and GlasDraad, we now cover ~70% of Dutch households with fiber. With this footprint, approximately 70% of our broadband customer base now enjoys the benefits of this fast and reliable network, including symmetric up- and download speeds.
Our mobile network has been recognized worldwide as "outstanding" for its reliability, speed and user experience, with the highest scores globally, and we have boosted capacity for gigabit speeds and new services such as 5G Campus, a private network service. Through our partnership with ABP, we created a new Tower Company Althio. This has given us greater flexibility and strategic control over our mobile infrastructure, ensuring continuity and innovation for the future. These investments are essential to support increasing demand for high-speed connectivity — both at home and on the move.
Quality and customer experience
We continued to invest in digitalization and process simplification to deliver first-time-right service and maintain our strong Net Promoter Score. With our Household 3.0 strategy, we enhanced customer loyalty in our Consumer segment. Initiatives such as Combivoordeel, expanding our mobile proposition, and bundled security services strengthen customer loyalty and satisfaction. In a competitive market, we continue to differentiate through premium experience, value for money, and digital leadership. Our omnichannel and app-centric approach empowers customers to manage their products and services independently, while AI enables greater personalization and proactive support.
Service revenues within our Business segment continued to grow, particularly in the small and medium-sized enterprises (SME) market and across our global IoT services. For our government and enterprise customers we are the trusted provider of mission critical services, such as highly secure, resilient connectivity and data services, cybersecurity, disaster recovery, 24/7 support, and collaborative resilience solutions.
KPN Wholesale achieved sustainable growth by expanding its mobile portfolio and deepening strategic partnerships. We remain committed to an open network policy, ensuring broad access and reliability for our wholesale customers.
#BetterInternet
Our mission for a #BetterInternet is rooted in our commitment to serve people with the best digital connections in terms of speed and stability, while at the same time fostering an internet that is more safe, social and green. In 2025, our #BetterInternet campaign addressed the topic of online exclusion. The campaign underscores growing societal awareness of the impact of the digital world on mental well-being, especially among younger people. The global recognition that this campaign has achieved reflects the urgency of this issue and the value of our commitment to creating a safer, more inclusive online environment. Through our KPN Mooiste Contact Fonds, we support people facing social isolation through meaningful projects and societal initiatives. For example, during SAIL Amsterdam – the world’s largest maritime and nautical event – KPN Mooiste Contact Fonds, supported by over 800 KPN volunteers, welcomed around 5,000 guests from charities and community groups that are facing hardship.
Together with partners and stakeholders, we continue to tackle grid congestion, improve energy efficiency, and reduce our reliance on critical resources across the supply chain. We continued to invest in renewable energy. We are now committed using carbon-free energy 24/7, and we remain on track to achieve net-zero emissions by 2040. Circular business models are integral to our environmental strategy. Our dedication to our #BetterInternet mission and sustainability agenda is reflected in our continued top-tier ESG ratings such as CDP (A), MSCI (AAA) and EcoVadis (Platinum).
Building trust
As the network of the Netherlands, we provide secure, reliable connectivity and deliver innovative solutions helping safeguard vital processes and readiness.
The economic and geopolitical environment in which we operate is volatile and uncertain, but we are confident that the direct impact of this volatility on our operational KPIs and financial results will be limited. We closely monitor evolving impacts and remain confident in our resilience, as demand for essential connectivity and communication services is expected to stay strong.
Cybersecurity is essential for national and international stability. Together with the Ministry of Defence, Netherlands' National Coordinator for Security and Counterterrorism (NCTV), law enforcement and other partners, KPN is preparing for cyberthreats and digital disruption. Cybersecurity threats remain a key concern, and our "Security First" strategy is central to all our operations.
Our people, the heart of transformation
Our people are the foundation of our success. We remain committed to fostering an inclusive culture, and a diverse and engaged workforce across all levels. In 2025, we focused on upskilling, increasing AI literacy, and improving well-being. This was supported by progressive policies in our collective labor agreement (CLA), such as student debt repayment and eco-friendly home improvements. Our strategic workforce management approach aligns talent development with our long-term ambitions, and our consistently strong engagement score reflects our commitment to being one of the best places to work.
Looking ahead, our focus remains on developing critical skills, attracting diverse talent, and ensuring our workforce thrives in an environment of rapid technological change.
Celebrating progress
I would like to thank our customers, shareholders and the entire TEAM KPN for their trust, dedication, and outstanding contribution in 2025. Together, we have achieved these results and laid the groundwork for the years to come as we enter the next leg of our strategic plan. As we look ahead, we remain committed to innovation, connectivity, and sustainability. Building a better, more inclusive digital society for all and showcasing the value of connection.