Number of contacts per month
In 2019, 75% of customers gave our Customer Service department a score of 7 out of 10 or higher. This percentage is lower than in 2018. The number of customer contacts has grown faster than had been forecast, due in part to the increase in low-threshold contact options offered, such as chat. As a result, response times were longer sometimes than our passengers expect from us. We have since improved our understanding of the effects of low-threshold contacts, enabling us to make adjustments and reduce response times. We have launched a pilot with a chatbox allowing passengers to obtain answers to simple questions without the intervention of an NS employee, such as questions about the timetable or how to get a refund after a delay. We expect that this will help to further reduce response times.