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Maintaining customer relationships

Information about how we use your data to maintain our relationship with you.


What personal information do we use?

For the purposes of maintaining our relationship with you, and to offer you personalised promotions for example, we use information such as your contact details, transaction data, travel behaviour, contact history with NS, customer profile (analysis of, for example, whether you are likely to terminate your season ticket soon), click behaviour and inferred preferences (such as leisure activities if you have specified this).

If you're the holder or booker of an NS Business Card from NS Zakelijk, we will use your business contact details if possible.

What do we use your personal information for?

We use your information to help us establish and maintain a relationship with you using, among other things, marketing promotions, the NS Spoordeelwinkel, NS Extra and by sending newsletter in the post and by email.

The basis for the processing of information is legitimate interests.

Email marketing and marketing by post

We are keen to maintain our relationship with you. If we do this for marketing that concernst passenger growth and passenger allocation, we have a (commercial) interest in using certain inferred travel information. We call these travel data “maandtellers”. “Maandtellers” are data on travel frequency, duration between trips, rush hour trips, preferred routes, preferred stations and travel yield. We use this information for analyses to identify trends and to adjust our products accordingly. By linking this information with individual travel information, we can achieve better business results and improve customer satisfaction. For the analyses, we use aggregated or anonymous data as much as possible. The information we use only tells us about your travel behaviour. We cannot use the information to “follow” you. If you do not wish to receive information about promotions derived from your OV chipkaart usage, then click on unsubscribe.

We strictly comply with legislation regarding email advertising. We will not send you any advertisements or promotions without your permission if you have never given us your email address for our online services. If you have done that at some point, we are not obliged to ask for permission but have to offer a simple option to unsubscribe. NS always does this. If you are not one of our customers but would still like to messages, you can sign up for them on one of the NS websites.

If you would rather not receive any information or promotions, then you can unsubscribe:

  • For email: by logging in to Mijn NS or Mijn NS Zakelijk, or by clicking on unsubscribe at the bottom of the message
  • For post and telephone from NS, via NS Customer Services
  • For post and telephone from NS International, via post to NS International BV, Postbus 2552, 3500 GN Utrecht

We do our best to process your choice to unsubscribe as quickly as possible. However, processing your choice to unsubscribe may take some time; it is possible that you will still receive advertisements from NS in the meantime.

Functional email policy

We send you messages that are not for advertising purposes without your permission, for example messages regarding the purchase, management, change or termination of NS products or about your booking with NS International, such as changes or disasters. If the situation allows, NS may just as well decide to offer you the option to unsubscribe.

We comply with the codes of conduct regarding personalised advertising from the Data Driven Marketing Association (DDMA).

NS Extra

The basis for the processing of information is the signing and implementation of an agreement.

We offer NS Extra: you receive special personalised promotions, service and information based on an agreement. An agreement is entered into for the use of NS Extra. In order to offer you personalised promotions, we draw up a profile of personal and travel information. You cannot use NS Extra without providing us with this information. NS Extra is only available to passengers with a personalised OV chipkaart. You can unsubscribe at any time.  

Service messages from carriers

The basis for the processing of information is permission.

If you have given permission, then we will send your details to other carriers so that they can send you service messages.

With whom do we share this information?

Partners we work with often ask whether they may offer you, as a customer of NS, interesting promotions. For example, discounted journeys, theatre visits or books. We do not give these third parties information, neither do we sell it to them. But since we do not want our customers to miss interesting promotions, we may pass them onto you ourselves.

We also give your information to national and international carriers for the purposes of sending service messages. We have reached agreements with these parties regarding the processing of personal information, concerning the protection and storage of personal information for example.

We contract third parties to provide IT and marketing services. These third parties process our information solely for our own internal use, and for no other purpose. We have made agreements with these parties pertaining to the processing of personal information.

We are authorised to provide your personal information to parties outside the European Economic Community under certain circumstances. In that event, we will take suitable measures with these parties, for example by agreeing to the standard provisions required by the European Commission.

How long do we store your information?

We store information that we have used for analyses for no more than 48 months from the last time we had contact with the customer concerned. We also store information used for personalised promotions for no more than 48 months. When you withdraw a specific permission, unsubscribe for commercial messages or object to the use of your personal information, we will delete all information that we use for maintaining our relationship as quickly as possible.