The general opinion with regard to the departure and arrival process at Schiphol was again very positive in 2013. Of passengers arriving, 95% rated Schiphol 'good' or 'excellent'. For passengers departing, this percentage rose even further to 96% (in 2012: 95% for both the arrival and the departure process). This is the highest score in years. The Net Promoter Score, a measure of customer satisfaction and loyalty, increased from 27 to 29 in 2012. Factors that contributed to these positive ratings include the shorter waiting times and the friendliness of airport personnel.
Passenger perception of the retail outlets in the area behind Passport Control remained the same: 60% rated the price-quality ratio in the retail outlets 'good' or 'excellent'. The rating of the catering facilities in this area was up: 40% rated these facilities 'good' or 'excellent' (previously 38%). The overall rating of Schiphol Plaza remained high: 90% of passengers/visitors rated it 'good' or 'excellent'.