NS train service on the right track, say 89% of passengers
Rail passengers’ satisfaction with the service has improved significantly in the last two years, with 89% giving it a score of 7 out of 10 or higher.
A year ago NS’s annual survey of travellers found that 86% of respondents returned a satisfaction rating of at least 7, itself a 6% rise on the previous year. The train operator said then that the percentage was likely to have peaked, but the upward trend continued in 2019.
The company attributed the high ratings to the introduction of more modern trains and high punctuality. Last year 92.6 per cent of services arrived within five minutes of their scheduled time.
Improvements to the NS-app, including a seat finder service to tell passengers which carriages have the most empty space, were also cited as a reason for the high score.
NS questioned 46,000 passengers on the quality of the service. The satisfaction rating was well above the infrastructure ministry’s target of 74% responses being 7 or higher.
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