Strategy and material topics diagram
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 2021 | Achieved in 2021 | Risks | Social impact | SDG |
A responsible and comfortable journey | Operational performance | Punctuality for passengers (with a 5-minute margin) on the main rail network | 91.5% | 88.9% | 94.4% | Infrastructure / Reliability of IT / Staffing | Mobility / Travel time | SDG 9 / SDG 11 |
Punctuality for passengers (with a 15-minute margin) on the main rail network | 97.4% | 96.7% | 98.1% | |||||
Punctuality for passengers (with a 5-minute margin) on HSL South | 84.2% | 82.1% | 89.2% | |||||
Seat availability at peak times (main rail network) | 95.5% | 94.3% | 99.6% | |||||
Seat availability at peak times (HSL South) | 94.9% | 91.2% | 99.9% | |||||
Number of crowded trains at peak times per working week | 100 | 110 | 4 | |||||
User-friendly travel information | 68.5% | 65.0% | 79.9% | |||||
Customer satisfaction | General customer satisfaction with the domestic main rail network | 7.5 | 7.3 | -- | Infrastructure / Staffing | -- | -- | |
General customer satisfaction with HSL South services | 7.4 | 7.2 | -- | |||||
Reputation (RepTrak) | -- | 64 | 68 | |||||
Travelling and working in safety | Customer satisfaction with personal safety | 7.9 | 7.7 | -- | Safety | Health and safety | SDG 8 | |
Number of signals passed at danger in the Netherlands | -- | -- | 33 | |||||
TRR | -- | -- | 4.0 | |||||
Accessibility | Stations with travel assistance | -- | -- | 78.0% | 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% | 96.5% | Infrastructure | Mobility / Travel time | SDG 9 / SDG 11 |
World-class stations | Customer satisfaction with stations | -- | -- | 80.0% | Safety / Infrastructure / IT | Expenditure | SDG 11 | |
Designing and sharing knowledge on mobility | CO2 emission reduction by members of Anders Reizen Coalition | -- | -- | Not yet calculated for 2021 | Infrastructure | Mobility / Journey time / Expenditure | SDG 11 | |
Sustainable accessibility, nationally and internationally | International connections | Faster international connections | -- | -- | IC Berlin 10 minutes faster | Foreign operations | Mobility / Travel time / Environment | SDG 11 |
-- | Night trains Zurich and Innsbrück | |||||||
Contribution to Dutch Climate Agreement | Energy efficiency of traction | -- | -- | 120.2% | Non-compliance | Environment | SDG 7 / SDG 12 / SDG 13 / SDG 15 | |
Waste separation | -- | -- | 36% | |||||
An agile organisation | Innovation | Perception of NS as an innovative company (RepTrak) | -- | -- | 55.8 | Infrastructure / IT / Agility | Expenditure | |
Financial performance | Revenue (in € million) | -- | -- | 6,486 | Revenue / Savings / Agility | Expenditure | SDG 8 | |
ROE | -- | -- | 24% | |||||
Investments (in € million) | -- | -- | 554 | |||||