Notes to the franchise indicators
NS uses a range of indicators to measure the quality of its services on the main rail network and the high-speed line. In 2022, as in previous years, a safe travel and work environment was an important control parameter for NS.
In February, social distancing rules were lifted and on 23 March the government lifted the mask mandate in public transport. In April 2022, Dutch society reopened. In the last few months of the year, punctuality was impacted by a temporary speed restriction on the high-speed line. As in 2021, due to COVID-19, performance figures for 2022 are different from normal levels and cannot be meaningfully compared with those for other years. For instance, passenger numbers were much lower.
Performance indicators
Performance | Realisation in 2022 | Realisation in 2021 | Minimum value for 2022 |
Overall customer satisfaction score for main rail network* | - | 7.9 | 7.3 |
Overall customer satisfaction HSL-South services* | - | 7.9 | 7.2 |
Customer satisfaction with social safety* | - | 8.1 | 7.7 |
Punctuality for passengers (with a 5-minute margin) on the main rail network | 91.6% | 94.4% | 88.9% |
Punctuality for passengers (with a 15-minute margin) on the main rail network | 97.3% | 98.1% | 96.7% |
Punctuality for passengers (with a 5-minute margin) on HSL South | 82.0% | 89.2% | 82.1% |
Quality of connections to other carriers | 95.5% | 96.5% | 94.0% |
Seat availability at peak times (main rail network) | 96.6% | 99.6% | 94.3% |
Seat availability at peak times (HSL South) | 98.0% | 99.9% | 91.2% |
Number of crowded trains at peak times per working week | 51 | 4 | 110 |
User-friendly travel information | 81.7% | 79.9% | 65.0% |
- * Since 2021, we have measured general customer satisfaction levels using the Public Transport Customer Barometer (OVKB). The figure for 2022 will be published on the CROW website at the end of February 2023.
Main rail network franchise for 2015-2024
The State Secretary for Infrastructure and Water Management awarded the rail transport franchise for the main rail network to NS in December 2014. The franchise runs from 1 January 2015 for a term of ten years. NS prepares an annual transport plan for the year ahead. In that plan, we link our aims and objectives to specific actions and performance indicators for the coming year. The definitions of the KPIs and the descriptions of the measurement and calculation methods used can be found in the 2022 Transport Franchise Definitions (in Dutch).