Personal safety

Performance indicator

Realisation in 2017

Realisation in 2016

Minimum value for 2017

Target value for 2019

Customer satisfaction with personal safety on the train and at the station





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 we took additional measures to improve personal safety further. Since June, there have been two guards after 22.00 on trains on the evenings when a lot of people go out. We recruited additional chief guards for this purpose. On other evenings we deploy what are called ‘flexible service and safety teams’. Extra Safety & Service staff were recruited for this. At the end of 2017 we investigated the effect this measure was having on the personal safety of passengers and employees. The results of this will be known in 2018. We also improved our recording methods, and (in consultation with ProRail, the police and the National Coordinator for Counterterrorism and Security) we updated measures to combat terrorism at various points in our security system.

In order to improve personal safety for passengers and staff at stations and in the trains, NS is installing access gates at stations. The number of stations with access gates was 74 at the end of 2017. Last year the access gates came into use at two major stations, Amsterdam Centraal and Utrecht Centraal. This went smoothly at both stations. Passengers say that the access gates make them feel safer and that they expect this to result in fewer fare dodgers. The access gates also ensure that passengers do not forget to check in or out.