1. Strategic priorities | | 2. Indicators with a quantitative target value | 3. Objectives | 4. Results | 5. Risk factors | 6. (Result/prospects) |
Themes | Materially relevant subjects | KPI | Objective in 2018 | Achieved in 2018 | Risks | Social impact/trend |
An attractive physical offering | Punctuality/reliability/cooperation | Punctuality | | | Market regulation, infrastructure capacity, reliability of IT, | Journey time, SDG 11, 13,17 |
| | | % passenger punctuality to 5 min. on main rail network | 88.9% | 92.6% | | |
| | Travel without barriers | Quality of connections with other carriers | 94.0% | 95.8% | | |
| | Accessibility/reliability/travelling without barriers/cooperation | Accessibility | | | | Journey time |
| | | Seat availability at peak times | 94.3% | 95.1% | | |
| | | Seat availability at peak times on problem routes | 4.9% | 2.5% | | |
Optimising the customer experience | Passengers, passengers and passengers/customer satisfaction/travel without barriers/cooperation | Customer experience | | | Market regulation | Mobility, SDG 11 |
| | | General customer satisfaction | 74% | 86% | | |
| | Safety (including personal safety)/cooperation | Personal safety | | | Safety | Personal safety |
| | | Passengers’ perception of safety | 81% | 90% | | |
| | | Reputation (RepTrak) | 60 in 2020 | 61.4 | | |
Performance of HSL South | Prioritising passengers, passengers and passengers/customer satisfaction/cooperation | Customer experience | | | HSL service | Mobility, SDG 11, 17 |
| | | General customer satisfaction with HSL South | 68% | 83% | | |
| | Punctuality/reliability | Punctuality | | | HSL service | Journey time |
| | | % passenger punctuality on HSL South | 82.1% | 82.5% | | |
| | Accessibility/reliability | Accessibility | | | HSL service | |
| | | Seat availability on HSL South | 91.2% | 94.0% | | |
Perfect execution | Prioritising passengers, passengers and passengers/customer satisfaction/cooperation | Punctuality | | | Market regulation, infrastructure capacity, reliability of IT, | Journey time, SDG 9, 11, 13, 17 |
| | | % passenger punctuality to 15 minutes on main rail network | 96.7% | 97.7% | | |
| | Travel without barriers | Journey information | | | IT reliability | Journey time |
| | | Information about delays | 75.0% | 85.2% | | |
| | | Customer satisfaction with journey information for the whole journey | 81.4% | 85.0% | | |
World-class stations | Station facilities/cooperation | The station experience | | | | SDG 7, 9, 11, 12, 13, 17 |
| | | Customer satisfaction with stations | 68.0% | 76% | | |
Safe and sustainable travel | Sustainability/cooperation | Sustainable operations | | | | Environment, SDG 7, 9, 11, 12, 13 |
| | | Perception of NS as a sustainable business | Top 10 in 2020 | 8 | | |
| | | Energy efficiency of traction | 72% | 74% | | |
| | | Separating out waste | 75% recycling by 2020 | 45% | | |
| | Transparency | Transparency | | | Non-compliance | |
| | | Position in the Transparency Benchmark | top 10 | top 21 | | |
| | Safety | Railway safety | | | Safety | |
| | | Number of signals passed at danger in NL | 51 | 61 | | |
Abellio | Operations in Europe | no KPI available for this | n/a | n/a | | |
NS as an employer | An attractive and caring employer | Employees | | | Safety | training, SDG 8 |
| | | Employee engagement | none | none | | |
| | | People with occupational disabilities | 200 before 2018 | 82 | | |
| | | Women in senior management | none | 35% | | |
| | | TRR | -- | 5.3 | | safety at work |
| | | Sickness absence | 5.1% | 6.0% | | |
Risk management | Risk management | Risk management | | | | |
| | | Management of significant risks | Reports 4x a year | 100% | | |
Improvement in result and financing capacity | Financial position | Financial position | | | Inadequate operating result, NS investments abroad | expenditure, SDG 8 |
| | | Revenue (in € million) | | 5,926 | | |
| | | ROE | | 4.0% | | |
| | | Investments (in € million) | | 909 | | |