Passengers happier with NS service; punctuality, hygiene both improve
Dutch railway company NS is doing a better job than in 2017, with 86% of travellers giving the state-owned firm a score of at least seven out of 10.
In the last survey, 80% of passengers ranked the service worthy of at least seven points. In 2004, when the surveys began, just two-thirds of travellers considered the NS to be worthy of such a high approval rating.
The research was carried out by the NS itself among over 45,000 passengers. Approval of the friendliness of staff has risen from 91% to 92% while 68% now rate the hygiene on trains at least a seven.
NS customer service specialist Thijs Urlings said increased punctuality, new trains and revamped stations have all had an impact.
‘In addition, there were fewer breakdowns and that too has influenced passengers,’ he said. ‘A sunny summer and good economic prospects also help people be more positive.’
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