NS wants passengers to be confident that they will arrive at their destination at the scheduled time. We use the ‘punctuality for passengers’ performance...
For predictable door-to-door journeys, it is important that passengers have good changeover connections from NS trains to other carriers’ trains.
Passenger numbers grew by 0.8% in 2017, partly because of the upturn in the economy. That is why trains are getting increasingly overcrowded, especially in...
NS wants everyone to be able to travel without any problems. We have been working with the Ministry of Infrastructure and Water Management to make...
The three key requirements for passengers are control, respect and freedom. These determine how they experience their train journeys. We want to optimise...
In 2017, passengers on the main rail network were more satisfied with travel by train than in 2016. 80% of the passengers gave a score of 7 out of 10 or...
Passengers were more satisfied with the hospitality of NS. It is always a focal point of our employees and their managers on the train and at stations.
NS uses the Train Experience Monitor every year to measure the scores that 24,000 passengers give for the quality of the trains and the journey. It helps us...
Passengers who contact us online or by phone rate our services better than passengers who send a letter or an e-mail. This is because online contact or a...