Customer satisfaction on the HSL South

Performance indicator

Realisation in 2018

Realisation in 2017

Minimum value for 2018

Target value for 2019

General customer satisfaction with HSL South services





Despite the HSL South performing less well in a number of areas over the course of the year, passengers were more positive about travelling with the HSL South than in 2017: 83% of passengers gave a score of 7 out of 10 or higher (77% in 2017). The increase in rail passenger numbers on the HSL was considerable, at about 15%. The increasing crowding is affecting the chance of getting a seat, which in turn has a negative impact on the general customer satisfaction. The IC Brussels service received lower scores compared to other HSL services. Despite that, passengers are more positive about the HSL South than in 2017. The biggest increase in the general score was for the Intercity direct.