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 higher, as opposed to 77% in 2016. They also rate the hospitability of NS employees, the cleanliness of trains and stations, and stations in general higher. The increase in customer satisfaction follows from other operational KPIs on which we scored well, such as punctuality for passengers and the quality of journey information. An exception is the satisfaction with the availability of seats; that has not changed.

Customer satisfaction