Customer satisfaction

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.*

• *The KPIs for customer satisfaction are outside the scope of the auditor’s assurance. 

Overall customer satisfaction is determined by how they perceive our performance on various indicators, such as punctuality, crowding and cleanliness of trains. After a weak performance in 2023, NS took steps with ProRail to improve customer satisfaction in 2024 through the 'Reliably Better' programme. NS worked with ProRail in 2024 on measures to improve quality for our passengers.

Clean trains

In 2024, the trains were regrettably not always as clean as we would have liked them to be. This was partly due to the limited availability of cleaning staff and of staff who take trains to the right place for cleaning, prepare work on a train or perform logistics operations. Labour market tightness in the cleaning industry will remain a challenge in the coming years. Together with our cleaning partners, we sought to recruit and retain employees in 2024. We focus on making the best use of available cleaning hours through more efficient planning and by prioritising dirty trains. We also reduced the hours required through smarter process design, without compromising customer satisfaction, quality and feasibility for cleaners.

In 2024, we prepared for an upgrade of the required train washing facilities by producing a design of the facilities and possible locations. Finally, we are taking a step-by-step look at how we can give trains a more dirt-resistant coating. We are doing this in collaboration with universities and market players. A tender has been launched for the coating of Sprinters to meet these requirements. 

Customer service and social media interaction 

In 2024, 75% of our customers awarded NS Customer Service a mark of 7 (out of 10) or higher (2023: 74%). Despite increased customer contact due to incidents such as strikes and train cancellations abroad, we succeeded in remaining accessible and helpful.

In June, we successfully switched to a new customer service platform. The capabilities of the platform and the drive to improve customer service and make better use of our capacity led us to change the way we work. Despite the challenging nature of this process, our expectations are high: the new approach allows us to better match customers with the right customer advisers and provide customers with the right solution faster.

Refunds in the event of delays

In 2024, NS refunded passengers when delays occurred and reimbursed the costs of alternative transport, taxi fares and hotel accommodation. In total, NS accepted 335,849 (2023: 288,345) refund claims due to delays in 2024 (totalling €3.6 million in 2024, compared to €3.1 million in 2023). Compensation paid to passengers, including for alternative transport, taxi fares and hotel accommodation, was granted in 79,526 cases (2023: 142,175), with a total of €1.9 million (2023: €3.6 million).