Hospitality at the station and on the train
Customer satisfaction | Realisation in 2017 | Realisation in 2016 |
Approachability of NS staff aboard the train | 82% | 77% |
Friendliness of NS staff aboard the train | 91% | 91% |
Approachability of service personnel at the departure station | 84% | 80% |
Helpfulness of platform/concourse service personnel | 81% | 79% |
Friendliness of service personnel at the departure station | 83% | 82% |
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.
Gender-neutral announcements
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.