Hospitality at the station and on the train
Realisation in 2017
Realisation in 2016
Approachability of NS staff aboard the train
Friendliness of NS staff aboard the train
Approachability of service personnel at the departure station
Helpfulness of platform/concourse service personnel
Friendliness of service personnel at the departure station
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. For example, in 2017 we organised hospitality workshops and deployed hospitality ambassadors who exchanged experiences, such as with announcements in the train and providing information in the case of disruptions.
NS thinks it is important that everyone feels welcome. Starting from the timetable for 2018, we have therefore chosen to address passengers with “hello passengers” instead of “ladies and gentlemen” over the public address system and in correspondence.