Customer Service and social media interaction
Number of contacts per month
Passengers who contact us online or by phone rate our services better than passengers who send a letter or an e-mail. This is because online contact or a telephone call often immediately results in a solution. In 2018, 76% of customers gave the services of the Customer Service department a score of 7 out of 10 or higher (75% in 2017). Passengers especially appreciate the Livechat function. We have expanded the chat function, for example with the possibility to include attachments so that we can support our passengers even better and increasingly resolve the issue in one go. The times at which the chat option is available were extended. Via the NS app we did a test with possibilities for passengers to give spontaneous and requested feedback, and for employees to receive and act on this feedback immediately.