The three key requirements for passengers are control, respect and freedom. These determine how they experience their train journeys. We want to optimise...
In 2017, passengers on the main rail network were more satisfied with travel by train than in 2016. 80% of the passengers gave a score of 7 out of 10 or...
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.
NS uses the Train Experience Monitor every year to measure the scores that 24,000 passengers give for the quality of the trains and the journey. It helps us...
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...
Passengers appreciate being able to pay for their journeys quickly and easily. We made various improvements with that in mind. For example, we introduced...
Customer surveys show that passengers were able to spend their travel time better and more pleasantly than in 2016. We have increased the Wi-Fi speed from...
Customers’ perception of safety at stations and in trains increased in 2017: 88% gave a score of 7 out of 10 or higher, as opposed to 87% in 2016. Last year...