Customer satisfaction on the HSL South
Realisation in 2017
Realisation in 2016
Minimum value for 2017
Target value for 2019
General customer satisfaction with HSL South services
The general customer satisfaction figure for HSL South comes from satisfaction figures for IC direct and Thalys. 77% of passengers gave travelling by HSL South a score of 7 out of 10 or higher. This is lower than in 2016 (78%). Satisfaction with the availability of seats in IC direct trains in particular scored lower than in 2016. This is because the likelihood of getting a seat at peak times on the HSL South has gone down due to strong passenger growth. However, punctuality on the HSL South improved and the number of cancelled trains decreased.
Customer satisfaction with Thalys has improved. Journey information and punctuality stand out positively, and hospitality and use of passengers’ own time are also better than the previous year.
The introduction of the new The Hague-Eindhoven Intercity led to a dip in performance due to the complexity of the system and product, especially in the first few months. In 2016 we set up an improvement programme with measures for IC direct, aimed at improving the results. If necessary we will add measures to the improvement package. The focal points in 2017 included improvement and expansion of the HSL training and supervision for train drivers, focusing on departure punctuality and technical measures.