NS uses a range of indicators to measure the quality of its services on the main rail network and the high-speed line. Our key priorities include transporting passengers responsibly and comfortably and keeping our staff safe.

Since 2022, we have measured general customer satisfaction levels using the Public Transport Customer Barometer (OVBK). The 2024 figure will be published in the first quarter of 2025.

Improving performance was a major concern in 2024. Rail passengers experienced considerable inconvenience in 2023, and in the autumn in particular, due to delays and crowded trains.

Passengers usually set out by bicycle, sometimes on foot, or by car or another form of public transport. The end station is seldom their final destination.

This performance indicator is strongly related to the arrival punctuality of NS trains and is characterised by the same developments and drivers as the Punctuality for passengers KPI.

People travelling by train have usually already travelled a distance. Usually by bicycle, sometimes on foot, or by car or another form of public transport. We work with partners to invest in a seamless door-to-door journey for our customers.

NS is collaborating with Translink and other public transport companies in the Netherlands to develop new payment methods. These methods, presented under the brand name OVpay, offer passengers more choice and convenience in paying for their travel.

Stations are crucial hubs in sustainable mobility and in the urban development challenge facing the Netherlands. Stations are therefore essential assets in NS's strategy.