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Market research and scientific research

Information about the use of your information for the conduct of market research.


What personal information do we use? 

Depending on the subject of the research, we may use information such as your contact details, travel preferences, and derived travel information, such as how you spend your free time.

What do we use your personal information for? 

We regularly conduct research into the satisfaction of our travellers and visitors to our stations, regarding the stations, the train journey, and other products and services. You may volunteer to participate in these studies.

The principle behind processing the information is: permission.

If you have signed up to participate, we will send you one or more invitations to express your opinion on an NS product or service. This will involve processing your contact details. You can decide on an invitation-by-invitation basis whether you would like to participate or not. If you would no longer like to receive invitations, simply click on the 'cancel participation' link at the bottom of the e-mail. Your details will then be deleted, and you will not receive any more invitations to participate in market research surveys.

We may ask you to participate in a traveller survey during your train journey. Depending on the type of traveller survey, we may ask:

  1. whether we may scan your travel product, such as your OV-chipkaart,
  2. whether we may send an invitation to participate in the customer satisfaction survey to your e-mail address,
  3. whether you would be willing to fill in a survey about your travel experience.

In the NS app, you can also grant permission to share your location when you provide feedback. In that case, your location will only be shared with the NS app at the moment you provide the feedback itself. You can also grant permission to link your check-in/check-out data to your feedback, or use these check-in/check-out data to send you an invitation to provide feedback by means of a push notification. To that end, we will process your IP address, location data, and check-in/check-out data.

Participation in this survey is entirely voluntary. Your feedback will enable us to analyse and improve our products and services. 

Compatible use: scientific research and statistical purposes.

Finally, we may conduct or commission scientific or other research for statistical purposes. Such research may involve the processing of personal information.

This includes aggregated data, such as the number of people who check in and out at a station, or composite answers from customer satisfaction surveys or the NS panel. It may be necessary to process personal data for this research, in which case we will take sufficient measures to guarantee privacy, such as using pseudonyms, considering the context in which the data were collected, and only publishing when the possibility that further processing will have consequences for those persons involved has been ruled out.

In the case of scientific research or statistical purposes, we may share the data with scientific organisations, such as universities, or organisations of a public nature, such as municipal governments, the Ministry of Infrastructure, or ProRail. These organisations will not be able to attribute the data to an individual person. The organisations use the data to perform their duties and responsibilities in the station area in order to attune the facilities to the travellers' needs.

We also publish data that cannot be attributed to an individual person, so that it can be used for scientific or statistical purposes.

With whom do we share this information? 

We contract third parties to provide IT 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 may call on a third party to draw up reports on our behalf. 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 Area 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?

In principle, we will store your registration and contact information for an unlimited time, until you indicate that you no longer wish to participate in market surveys. We will store your IP address for 24 hours in order to be able to block attacks and large numbers of requests from a specific IP address.

In the NS app feedback function, your data and preferences will automatically be deleted six months after the last feedback given. We will store your feedback for 6 months for use in the monthly reports to the Ministry of Infrastructure and Water on the realisation of the performance indicators. After that, the feedback will be made anonymous, unless you choose to have your data deleted before that time.