NS presented a new strategy in 2020. The performance figures in this diagram allow us monitor progress in implementing this strategy.
Strategic priorities | Indicators with a quantitative target value | Objectives | Results | Risk factors | Result/prospects | Contribution to global objectives | ||
Themes | Material topics | KPI | 2024 | Objective in 2020 | Achieved in 2020 | Risks | Social impact | SDG |
A responsible and comfortable journey | Operational performance | Punctuality for passengers (to 5 minutes) on the main rail network | 91.5% | 88.9% | 93.5% | HSL South / Infrastructure / Reliability of IT | Mobility / Journey time | SDG 9 / SDG 11 |
Punctuality for passengers (to 15 minutes) on the main rail network | 97.4% | 96.7% | 97.9% | |||||
Punctuality for passengers (to 5 minutes) on HSL South | 84.2% | 82.1% | 85.2% | |||||
Seat availability at peak times (main rail network) | 95.5% | 94.3% | 97.3% | |||||
Occupancy rate at peak times (HSL South) | 94.9% | 91.2% | 98.1% | |||||
Top 10 most crowded trains | -- | 4.9% | 1.4% | |||||
Travel information during the train journey | -- | 81.4% | 85.0% | |||||
Customer satisfaction | General customer satisfaction with the domestic main rail network | 75.0% | 74.0% | -- | HSL South / Infrastructure | -- | -- | |
General customer satisfaction with HSL South services | 74.0% | 68.0% | -- | |||||
Reputation (RepTrak) | -- | 62 | 69 | |||||
Travelling and working in safety | Customer satisfaction with personal safety | 79.0% | 81.0% | -- | Safety | Health and safety | SDG 8 | |
Number of signals passed at danger in the Netherlands | -- | -- | 32 | |||||
TRR | -- | -- | 3.4 | |||||
Accessibility | Stations with travel assistance | -- | -- | 68.0% | Infrastructure | Mobility | SDG 10 | |
Focusing on broad mobility services | Door-to-door journey / Collaborating with stakeholders | Quality of connections to other carriers | 95.6% | 94.0% | 96.7% | Infrastructure | Mobility / Journey time | SDG 9 / SDG 11 |
World-class stations | Customer satisfaction survey on stations | -- | -- | 79.0% | Safety / Infrastructure / Reliability of IT | Expenditure | SDG 11 | |
Designing and sharing knowledge on mobility | CO2 emission reduction by members of Anders Reizen Coalition | -- | -- | Not yet calculated for 2020 | Infrastructure | Mobility / Journey time / Expenditure | SDG 11 | |
Sustainable accessibility, nationally and internationally | International connections | Faster international connections | -- | -- | IC Berlin 10 minutes faster | NS’s investments abroad | Mobility / Journey time / Environment | SDG 11 |
-- | Three trains per day between London & Amsterdam | |||||||
Contribution to Dutch Climate Agreement | Energy efficiency of traction | -- | -- | 138.4% | Non-compliance | Environment | SDG 7 / SDG 12 / SDG 13 / SDG 15 | |
Waste separation | -- | -- | 55.0% | |||||
An agile organisation | Innovation | Number of innovations contributing to NS strategy | -- | -- | 7 | Infrastructure / Reliability of IT / Agility | Expenditure | |
Financial performance | Revenue (in € million) | -- | -- | € 6,601.00 | Turnover / Savings / Agility / Coronavirus crisis | Expenditure | SDG 8 | |
ROE | -- | -- | -37% | |||||
Investments (in € million) | -- | -- | € 548.00 | |||||
* this refers to the savings realised from 2018 to 2019 by members. The data for 2020 is not yet known at the time of publication of our Annual Report. | ||||||||