The station experience

For NS, it is important to ensure that passengers experience the station as a pleasant environment. In 2021, passenger scores for our stations remained high: 80% gave a score of 7 out of 10 or higher (2020: 79%). The score for our larger stations (with more than 10,000 passengers getting on and off the trains every working day) was even higher, at 83% (2020: 82%), but the small stations also received quite positive scores 74% (2020: 73%). Up until the end of the third quarter the stations were relatively quiet, so quiet indeed in the first quarter that surveys could only be held at the bigger stations. Passenger numbers started picking up again in the fourth quarter, and we expect that passenger perception of our stations will return to the original pre-COVID-19 trend.

Clean stations

In 2021, we tested various innovations that could help us improve the cleanliness of our stations. Examples include the use of ozonated water for cleaning, a scrubber robot and more data-driven working methods, including waste bins equipped with sensors and a feedback system in unstaffed toilets. Following a European tendering procedure, Asito and ICS Groep have been selected as the new cleaning services providers NS stations with effect from 1 July 2022.

Station facilities and services

In 2021, we invested in facilities to enhance hospitality levels at our smaller stations, such as toilets and improved car and bicycle parking facilities. We are looking for suitable solutions for vacant premises at the stations to improve the atmosphere and personal safety while retaining the distinctive character of the property concerned and taking proper care of our heritage.

Station type	Number	Boarding and disembarking per day	Provisions
	6	>75,000
Cathedral
(Amsterdam Centraal
The Hague Centraal
Utrecht Centraal
Rotterdam Centraal
Amsterdam Airport Schiphol
Leiden Centraal)
	21	25,000-75,000
Mega
(including Arnhem Centraal
Eindhoven Centraal
Zwolle
Groningen
Dordrecht)
	27	10,000-25,000
Plus
(including Enschede
Leeuwarden
Roermond
Duivendrecht
Ede-Wageningen)
	231	1,000-10,000
Basic*
(including Baarn,
Geldermalsen
Kampen)
	113	<1,000
Stop*
(Harlingen Haven, Heerlen de Kissel, Santpoort Zuid)

• * The station types Basic and Stop include stations with and stations without a station building. At stations with a station building, a range of facilities can be realised. This is not possible at the stations without a station building. Another factor that determines the availability of facilities (or of specific facilities) is the number of passengers getting on and off the trains.

Toilets

Toilets are among the essential basic facilities at our stations. Our ambition was to provide 90% of all passengers high-quality toilet facilities in 2023, but we already achieved that target in 2021. Since 2016 we have realised more than 119 new toilets, while lessees offer toilets at more than 40 stations.

Continuing the development of social and local engagement

NS Stations, ProRail and Bureau Spoorbouwmeester have launched several initiatives to promote the social integration of stations, ranging from social entrepreneurship to citizen participation. NS wants to develop stations that are not just places where passengers get on or off a train. A station is a gateway to the local community. In 2021, 19 initiatives were added to the total. At Breda station, young people can go to ‘Breday’ if they have questions about work, training, study or money. Feanwâlden station saw the opening of De Ferbining (The Connection), a catering establishment run by people with limited opportunities on the labour market. The station building at Kampen now includes a classroom for Painting specialisation students of the Cipab school for general secondary vocational education who are going to restore or reconstruct the building. For an overview of all initiatives, visit www.oponsstation.nl.

AEDs at the stations

In 2021, ProRail and NS installed AEDs at all stations. By expanding the availability of AEDs, we contribute to the creation of a national AED network. This will increase the chance of survival of people who suffer a heart attack at or around the station.