Overview of concession indicators

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.

Performance indicators

Performance	Minimum value achieved			Realisation in 2024	Realisation in 2023	Minimum value for 2024	Target value for 2024
Overall customer satisfaction score for main rail network1				not yet known	7.7	7.3	7.5
Overall HSL customer satisfaction score1				not yet known	7.7	7.2	7.4
Quality of NS connections to other carriers				93.8%	93.8%	94.0%	95.6%
Seat availability at peak times (HRN)				94.6%	94.7%	94.1%	95.5%
				95.0%	94.3%	92.7%	95.8%
Number of crowded trains at peak times per working week in main rail network				88	94	109	98
User-friendly travel information				81.4%	81.2%	65.0%	68.5%
Customer satisfaction with public safety1				not yet known	8.1	7.7	7.9
Punctuality for passengers (with a 5-minute margin) on the main rail network				89.4%	89.7%	88.9%	91.5%
Punctuality for passengers (with a 15-minute margin) on the main rail network				97.1%	97.0%	96.7%	97.4%
Punctuality for passengers (with a 5-minute margin) on the HSL				69.0%	73.6%	82.1%	84.2%

• 1Customer satisfaction levels will be measured using the Public Transport Customer Barometer (OVKB) and are expected to be published in late March 2025. The KPIs for customer satisfaction are outside the scope of the auditor’s assurance. 

Indicators below the minimum value 

The 2024 overall scores for most performance indicators (PIs) fell within the range of agreed minimum and target values. This improvement is partly due to better availability of rolling stock. Performance usually suffers from an autumn dip, but was relatively good in autumn 2024 compared to other years, with the mild autumn also contributing to this. The indicator Punctuality for passengers (with a 5-minute margin) on the HSL scored well below the minimum value of 82.1% at 69.0%. The indicator Quality of NS connections to other carriers also fell just below the minimum value of 94.0% at 93.8%. This was due to temporary speed limits imposed as a result of construction defects in viaducts. Particularly at the beginning of the year, the HSL performance was also affected by a shortage of HSL rolling stock due to delayed delivery of the ICNG. In addition, a number of withdrawals and works had a major impact on punctuality on the HSL and the rest of the main rail network.