Every year, we translate our long-term strategy into a four-year tactical plan, which also incorporates the budget for the next three years. The tactical plan sets out, in clear terms, how we plan to achieve all of Schiphol Group's strategic milestones. An important condition of the plan is that it meets the requirements of a sound financial policy. The company must maintain its creditworthiness (S&P rating of A+) and be robust enough to weather any financial setbacks. Royal Schiphol Group also aims to meet or exceed the return required by the Dutch government, which for 2019 has been set at 5.6% (return on equity of Schiphol Group). The tactical plan also results in a management agenda, which sets out concrete actions and targets for management for the year ahead.

The Management Board has decided to create a new focus within the Group, which is reflected in the 2019 Management Agenda. This enables Schiphol Group to create one language across the Group, to align all activities within the Group and to ensure a focus on the most value-adding activities. In order to do this, we have selected five key focus groups: local residents, passengers, airlines, employees and shareholders. We have selected our 'Top 8' performance indicators. Three of these indicators are overarching: safety, network and sustainability. The remaining five are linked to the focus groups. Together with a list of major deliverables, the 'Top 8' performance indicators form the 2019 Management Agenda. The 2019 performance indicators aim for an improved performance on all KPI's compared to 2018.

2019 Management Agenda



Index Safety Incidents: 88.3 (2018: 100)
This index is based on the number of lost-time injuries and the number of runway incursions with potential safety consequences.


CO2 emissions Royal Schiphol Group: 150,000 tonnes CO2 (rounded figure) (2018: 154,726 tonnes)
Decrease in CO2 emissions taking into account Scope 1 (natural gas and fuels, own vehicle fleet), Scope 2 (electricity) and Scope 3 (diesel fuelled at airside, commuter traffic and business travel by car or aircraft).


Number of ICA destinations: 135, while maintaining 300+ destinations in total (2018: 135 ICA and 327 in total)
The number of direct intercontinental destinations for passengers and cargo.


Net promoter score: 34 (2018: 32)
Measurement of customer appreciation by asking to what extent passengers are satisfied with our services.


On-time performance: 71% (2018: 70.7%)
The punctuality of outbound traffic is the percentage of commercial flights that depart on time.

Local residents

Reputation score: 7.3 (2018: 6.7)
This score is based on reputation and engagement surveys and the number of complaints received by Bewoners Aanspreekpunt Schiphol.


Employee Promoter Score: 7.2 (2018: 7.2)
The EPS is determined, on a ten-point scale, by asking the question 'how likely is it that you will recommend our company as an employer to family or friends?'


Return on equity: 6.0% (2018: 5.4%)
Healthy financial return for shareholders based on profit after income tax adjusted for fair value gains and losses on investment property, divided by average equity.


Our progress
reported in
four clusters