Customer Service and social media interaction
Number of contacts per month
Passengers who contact us online or by phone rate our services better than passengers who send a letter or an e-mail. This is because online contact or a telephone call often immediately results in a solution. Customer satisfaction for the customer services provided by NS was 7.5 out of 10 for 2017. That is higher than in 2016 (7.4).
My NS has been improved
The personal My NS environment for passengers on the NS website was improved further last year. The website has been made clearer and more personal, and it offers passengers a better picture of the services offered by NS. They can view their travel history and make requests for refunds if they forgot to check in or out. The look and feel of the My NS environment matches the rest of ns.nl.