Strategy and materially relevant themes

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