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Our activities and achievments in the Netherlands

Results for 2019

Over the course of 2019, NS prepared for the government's midterm review of our performance during the first half of the franchise period (2015-2019).

Customer satisfaction

To provide a high-quality passenger experience, three core needs of passengers must be satisfied: planning control, the freedom to make one's own choices, and a feeling of being appreciated.

Customer satisfaction on the main rail network

In 2019, passengers were highly satisfied with our performance on the main rail network. Despite the sharp growth in passenger numbers and more crowded trains, 89% of passengers gave a score of 7 out of 10 or higher, compared with 86% in 2018.

Customer satisfaction on HSL South

At the end of 2019, an average weekday would see approximately 270 trains on HSL South, which is more than agreed in the transport franchise. As such, HSL South is an important part of the Dutch and international rail network.


The percentage of passengers that gave a score of 7 out of 10 or higher for approachability and friendliness of NS staff has increased for both on-train staff and station staff.

The train experience

Every year, the Train Experience Monitor measures the scores that 30,000 passengers give for the quality of the train during their journey. The monitor helps us improve our services to passengers.

Customer service and social media interaction

In 2019, 75% of customers gave our Customer Service department a score of 7 out of 10 or higher. This percentage is lower than in 2018.


Innovations enable us to offer a higher level of service, improve the quality of our products and raise passenger satisfaction about their journey. NS has several departments with responsibility for innovation and product development.

‘Better and More’: developments on and around the tracks

In 2019, NS and ProRail joined forces in the 'Better and More' programme to create more reliable train services and make rail travel even more attractive.

Enjoying travel time

NS wants passengers to experience their travel time as their own time and give them every opportunity to put it to good use.

Performance on the main rail network and HSL South

Solid performance is the basis for customer satisfaction and healthy financial results. These are necessary to keep train fares affordable and enable us to finance the necessary investments to accommodate the growth in mobility.

Punctuality on the main rail network

Passengers attach great importance to the safety, reliability and predictability of their journey. NS makes every effort to ensure the punctuality of services 24/7, throughout the year and everywhere in the Netherlands.

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