2019 | 2018 | 2017 | 2016 | |
Customer satisfaction with approachability of NS staff aboard the train | 86% | 83% | 82% | 77% |
Customer satisfaction with friendliness of NS staff aboard the train | 94% | 92% | 91% | 91% |
Customer satisfaction with approachability of customer service staff at departure station | 88% | 86% | 84% | 80% |
Customer satisfaction with helpfulness of platform/concourse customer service staff | 85% | 83% | 81% | 79% |
Customer satisfaction with friendliness of ticket desk staff at departure station | 87% | 85% | 83% | 82% |
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. To achieve that, we extensively shared best practices on hospitality actions in 2019. For instance, we noticed that passengers appreciate direct instead of pre-recorded announcements in the event of disruption. Indeed, this has since become a nationwide standard practice. On IC Direct trains, we ran a pilot to test digital on-board payment with the guard, which enables us to help our customers more quickly. We have also improved the provision of information about lost and found items, increasing passengers' chances of finding back, via NS, objects they have lost.