We strive to be transparent regarding our performance, so at least once every quarter we look back on the figures published here and provide background information for the most significant results. And every six months, NS issues a detailed report on the progress of the Transport Plan.
Satisfied customers are the most important priority for NS. Customer satisfaction rating is measured by asking train travellers to complete surveys and rate our performance with a grade of 1-10.
This dashboard provides a clear overview of customers' opinions about NS The articles below explain how the system NS uses to measure customer satisfaction.
Read more about how we measure customer satisfaction:
Types of indicators
We use 2 different types of indicators:
- Performance indicators: these are based on minimum norms that NS has agreed to meet during the period 2015-2019. If NS does not achieve these norms, then it may receive a fine from the Ministry of Infrastructure and Environment. The norm is shown as a threshold value in the graphs. The performance indicators also describe a target value; the target score for 2019. A progression value is also recorded for each year. This value is higher than the threshold value, and shows the progression NS has achieved over the course of the stated year.
- Information indicators: these show our performance in a variety of other aspects of our services. No norms have been agreed upon with the government pertaining to these indicators. Almost all of the indicators are measured on a monthly or quarterly basis.
In addition to the dashboard, a detailed version of the most recent customer satisfaction, performance, and information indicators can be found in this document.
Transport Plan reporting
As per the terms of the concession, we issue a report on our performance on the main railway network every six months.
NS Semi-annual Report
In the semi-annual report, NS reports on its performance over the past six months. These figures provide an indication of the expected performance over the course of the year.
European PRR report and complaint registration
European regulations require us to review our performance based on the service quality norms. The quality performance reports for NS Reizigers and NS International can be found below.