Strategic priorities | Indicators with a quantitative target value | Objectives | Results | Risk factors | Result/prospects | |
Themes | Material topics | KPI | Objective in 2019 | Achieved in 2019 | Risks | Social impact/SDG |
An attractive physical offering | Punctuality/reliability/cooperation | Punctuality | Market regulation, infrastructure capacity, reliability of IT, | Journey time, SDGs 11, 13, 17 | ||
% passenger punctuality to 5 min. on main rail network | 88.9% | 92.6% | ||||
Travelling without barriers | Quality of connections to other carriers | 94.0% | 96.0% | |||
Accessibility/reliability/travelling without barriers/cooperation | Accessibility | Journey time | ||||
Seat availability at peak times | 94.3% | 94.9% | ||||
Seat availability at peak times on focus routes | 4.9% | 2.1% | ||||
Optimising the customer experience | Prioritising passengers, passengers and passengers/customer satisfaction/travelling without barriers/cooperation | Customer experience | Market regulation | Mobility, SDG 11 | ||
General customer satisfaction | 74% | 89% | ||||
Safety (including personal safety)/cooperation | Personal safety | Safety | Personal safety | |||
Passengers’ perception of safety | 81% | 90% | ||||
Reputation (RepTrak) | 60 in 2020 | 65.9 | ||||
Performance of HSL South | Prioritising passengers, passengers and passengers/customer satisfaction/cooperation | Customer experience | HSL service | Mobility, SDGs 11, 17 | ||
Overall customer satisfaction with HSL South | 68% | 87% | ||||
Punctuality/reliability | Punctuality | HSL service | Journey time | |||
% passenger punctuality on HSL South | 82.1% | 83.4% | ||||
Accessibility/reliability | Accessibility | HSL service | ||||
Seat availability on HSL South | 91.2% | 97.1% | ||||
Perfect execution | Prioritising passengers, passengers and passengers/customer satisfaction/cooperation | Punctuality | Market regulation, infrastructure capacity, reliability of IT, | journey time, SDGs 9, 11, 13, 17 | ||
% passenger punctuality to 15 min. on main rail network | 96.7% | 97.7% | ||||
Travelling without barriers | Journey information | IT reliability | Journey time | |||
Information about delays | 75.0% | 84.5% | ||||
Travel information in the chain | 81.4% | 85.3% | ||||
World-class stations | Station facilities/cooperation | The station experience | SDGs 7, 9, 11, 12, 13, 17 | |||
Customer satisfaction with stations | 68.0% | 77% | ||||
Safe and sustainable travel | Sustainability/cooperation | Sustainable operations | Environment, SDGs 7, 9, 11, 12, 13 | |||
Perception of NS as a sustainable business | Top 10 in 2020 | 12 | ||||
Energy efficiency of traction | 72% | 70% | ||||
Waste separation | 75% recycling by 2020 | 82% | ||||
Transparency | Transparency | Non-compliance | ||||
Position in the Transparency Benchmark | top 10 | 3 | ||||
Safety | Railway safety | Safety | ||||
Number of signals passed at danger in the Netherlands | 51 | 38 | ||||
Abellio | Operations in Europe | no KPI available for this | n/a | n/a | ||
NS as an employer | An attractive and caring employer | Employees | Safety | training; SDG 8 | ||
Employee engagement | none | none | ||||
Staff with occupational disabilities | 200 in 2020 | 103 | ||||
Women in senior management | none | 35% | ||||
TRR | -- | 4.5 | Occupational safety | |||
Sickness absence | 5.1% | 6.6% | ||||
Risk management | Risk management | Risk management | ||||
Management of significant risks | Reports 4x a year | 100% | ||||
Improvement in result and financing capacity | Financial position | Financial position | Inadequate operating result, NS’s investments abroad | expenditure, SDG 8 | ||
Revenue (in € million) | 6,661 | |||||
ROE | 5.6% | |||||
Investments (in € million) | 769 |