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5 September 2018 | By Joost van der Made, Mark van Hagen
Train operating companies continuously seek more business. The key combination is high performance and happy customers, yet Netherlands Railways’ (NS) strategy sets passenger satisfaction as the number one target and performance indicator. This ambition is supported with a wealth of insights into the main drivers of passenger satisfaction. The big…
12 April 2018 | By Mark van Hagen
In order to attract more passengers onto trains, we must ensure the highest quality journey experience. To provide the best service possible, Netherlands Railways (NS) has committed to placing the customer at the very heart of its mission statement and developed a measuring instrument that enhances the complete train journey…
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