Passenger satisfaction with the services of the NMBS railway company peaked during the corona years 2020 and 2021, but fell sharply in 2022. “We are constantly working on it, at all levels,” the NMBS responds.
In 2022, 69 percent of travelers indicated that they were satisfied with the services provided by the NMBS. That is the answer of Minister of Mobility Georges Gilkinet (Ecolo) to a written question from Member of Parliament Sophie Thémont (PS). Customer satisfaction was also below 70 percent before the corona pandemic, but during corona it shot up: to 75 percent in 2020 and even 77 percent in 2021, a record. The percentage expresses how many travelers give NMBS a score of at least 7 out of 10.
Punctuality under pressure
The NMBS confirms the decrease, but also points out that satisfaction in 2022 was even higher than in 2019 (67 percent) and 2018 (60 percent). “Customer satisfaction must definitely go up again. Something we are constantly working on, at all levels,” said spokesperson Dimitri Temmerman.
The first point of attention is punctuality. It has been under “strong pressure” since last year. In 2022, it dipped below 90 percent for the first time since 2018. This partly has to do with matters that are separate from the NMBS itself (track runners, cable thefts, etc.), but the outdated train fleet also plays a role.
More comfort
“The rolling stock will become more reliable through the introduction of new trains (M7 double-decker trainsets; ed.) and the gradual phasing out of old trainsets. This certainly plays a role in improving punctuality,” says Temmerman.
The renewal of the fleet will also lead to more comfort in the coming years, with extra seating and bicycle spaces, air conditioning and better accessibility for people with reduced mobility.
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