Realisation in 2017
Realisation in 2016
Minimum value for 2017
Target value for 2019
General customer satisfaction with the domestic main rail network
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 higher, as opposed to 77% in 2016. They also rate the hospitability of NS employees, the cleanliness of trains and stations, and stations in general higher. The increase in customer satisfaction follows from other operational KPIs on which we scored well, such as punctuality for passengers and the quality of journey information. An exception is the satisfaction with the availability of seats; that has not changed.