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, safely and comfortably and keeping our staff safe.

To provide a high-quality passenger experience, three core needs of passengers must be satisfied: they must feel that they have control over their journey, are free to make their own choices and are appreciated.

NS wants travel in the Netherlands to be possible, affordable and sustainable – always and for everyone. This includes passengers with a disability. An accessible train journey is a basic passenger need.

Operational performance was below par for 2023 as a whole.

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

Stations are crucial hubs in sustainable mobility networks and in the urban development challenge; as such, they are a pillar of NS’s strategy.

Proud and healthy employees are crucial to NS’s ability to implement its strategy. In both 2022 and 2023, NS struggled with staff shortages and a high level of absences due to sickness. This had a huge effect on our staff and our services.