An attractive physical offering |
Punctuality
/ reliability | Punctuality | | | Market regulation, infrastructure capacity, IT reliability, | Journey time |
| | % punctuality for passengers to 5 min, main rail network | 89.2% | 91.6% | | |
| | Quality of connections with other carriers | 93.7% | 94.5% | | |
Accessibility
/ reliability | Accessibility | | | | Journey time |
| | Seat availability at peak times | 94.3% | 95.1% | | |
| | Seat availability at peak times on routes needing attention | 4.9% | 2.4% | | |
Optimising the customer experience |
Customer satisfaction | Customer experience | | | Market regulation | Mobility |
| | General customer satisfaction | 74% | 80% | | |
Safety (including personal safety) | Personal safety | | | Safety | Personal safety |
| | Passengers’ perception of safety | 81% | 88% | | |
| | Reputation (RepTrak) | 60 in 2020 | 58.8 | | |
Performance of HSL South |
Passengers, passengers and passengers
/ customer satisfaction | Customer experience | | | HSL service | Mobility |
| | General customer satisfaction with HSL South | 68% | 77% | | |
Punctuality
/ reliability | Punctuality | | | HSL service | Journey time |
| | % punctuality for passengers on HSL South | 82.5% | 83.5% | | |
Accessibility
/ reliability | Accessibility | | | HSL service | |
| | Chance of getting a seat on HSL South | 91.2% | 96.8% | | |
Perfect execution |
Passengers, passengers and passengers
/ customer satisfaction | Punctuality | | | Market regulation, infrastructure capacity, IT reliability, | Journey time |
| | % punctuality for passengers to 15 min, main rail network | 96.7% | 97.4% | | |
| | Journey information | | | IT reliability | Journey time |
| | Information during disruptions | 75.0% | 83.2% | | |
| | Customer satisfaction with journey information in the travel chain | 78.0% | 86.3% | | |
World-class stations |
Station facilities | The station experience | | | | |
| | Customer satisfaction with stations | 68.0% | 73% | | |
Safe and sustainable travel |
Sustainability | Sustainable operations | | | | Environment |
| | Perception of NS as a sustainable company | top 10 by 2020 | 12 | | |
| | Energy efficiency of traction | 72% | 74% | | |
| | Waste separation | 80% reuse by 2020 | 41.8% | | |
Transparency | Transparency | | | Non-compliance | |
| | Position in the Transparency Benchmark | top 10 | 6 | | |
Safety | Railway safety | | | Safety | |
| | Number of SPADs (in NL) | 51 | 47 | | |
Abellio | | | | | |
Activities in Europe | no KPI available for this | n/a | n/a | | |
NS as an employer | | | | | |
An attractive and caring employer | Staff | | | Safety | training |
| | Employee engagement | none | none | | |
| | Staff with occupational disabilities | 200 before 2018 | 74 | | |
| | Women in senior management | none | 40% | | |
| | TRR | -- | 5.0 | | occupational safety |
| | Sickness absence | 5.1% | 5.7% | | |
Risk management | | | | | |
Risk management | Risk management | | | | |
| | Management of significant risks | Four reports a year | 100% | | |
Finances | | | | | |
Financial position | Financial position | | | Inadequate operating results, NS investments abroad | expenditure |
| | Revenue (amounts in €M) | | 5,121 | | |
| | ROE | | 0.7% | | |
| | Investment (amounts in €M) | | 618 | | |