Customer satisfaction

We continuously measure the quality of our service so we can provide you with a constantly improving service. OV-chipkaart Customer Services is a member of the Customer Service Federation (new window). We have also signed up to the Federation’s Customer Service Quality Agreement, which means that every month we post the results of our survey for the previous month on our website.

Customer satisfaction performance

Customer satisfaction performance for December: 7,86
Each day we ask 1 in 10 callers about their experience of our Customer Services. Anonymously, the caller gives our Customer Services a score for resolving the problem, customer friendliness and the level of expertise of the contact. This score is on a scale of 1 to 9. We use the results of this survey to further improve our service or processes.

Call answering performance

Our staff answered telephone calls last month (December 2018) within an average of 19 seconds.