The general opinion with regard to the departure and/or arrival process at Schiphol was exceptionally positive in 2012: 95% of the passengers rated Schiphol as good or excellent (in 2011: 93% for departure process and 94% for arrival process). This is the highest score in years. The Net Promoter Score, a measure of customer satisfaction and loyalty, increased from 20 to 27 in 2012. Factors that contributed to these positive ratings include the shorter waiting times and the friendliness of airport personnel.
The perception of passengers with regard to the retail outlets in the area behind Passport Control has improved: 60% states that the price/quality ratio in the retail outlets is good or excellent (was 57%). There was a slight decrease in the rating of the catering facilities in this area. 38% states that the catering facilities are good or excellent (was 39%). The overall rating of Schiphol Plaza was high: 90% of the passengers rated it as good or excellent. This is the result of the improvements that have been made to the retail and catering facilities.