Customer satisfaction with approachability of NS staff aboard the train
Customer satisfaction with friendliness of NS staff aboard the train
Customer satisfaction with approachability of customer service staff at departure station
Customer satisfaction with helpfulness of platform/concourse customer service staff
Customer satisfaction with friendliness of ticket desk staff at departure station
Passengers were more satisfied with the hospitality of NS. This is always a focal point for our employees on the train and at stations. For example, we have coached customer service staff in how they can provide service to customers proactively. Managers have spent more time in the field and are assisting their staff on the subject of hospitality. We also improved the information provided by conductors about disruptions and we experimented with a more personal style of broadcasting announcements in the train. This has resulted in a higher score from passengers. We will expand the new approach nationally in the coming year.