Customer Mood reaches highest level in Lineas history

At Lineas, we ask our customers every week a simple but essential question: how do you rate our pas week performance?

Our objective is clear: continuously improve reliability and service quality, while identifying trends early and acting quickly when needed. Just as importantly, we want to close the feedback loop by giving you visibility on the actions we take to address issues and prevent them from happening again.

Today, the results are more than encouraging. They confirm that our ambition to become the most reliable and customer centric rail freight operator in Europe is translating into tangible progress.

“Since the start of 2026, the average Customer Mood reached 3.8 out of 5, which is a significant improvement versus the 3,65 of 2025. Throughout April, the customer mood peaked even higher at 4,1. These are strong signals that our teams are making real progress in operational performance, communication, continuous improvement and service reliability”, says Alban François, Lineas Chief Operating Officer.

This Customer Mood evolution also confirms the positive trend we continue to measure through our annual Net Promoter Score (NPS), showing increasing customer confidence and satisfaction over time.

Behind these results are concrete actions across the company. Our production and operational teams are strengthening execution where it matters most, while initiatives such as Voice-of-Customer exchanges and Monthly Quality Meetings are helping our respective teams collaborate more effectively and come with solutions faster.

These results confirmed the significant progress in our customer relationship. We are seeing the impact commercially, with a stronger pipeline and increasingly positive feedback from both existing customers and new prospects discovering the quality of our service. New customers are surveyed after their first three months with Lineas, and here too the results are very encouraging, with an average satisfaction score of 4.1 out of 5.

Of course, we remain realistic. But what is changing today is our ability to anticipate, collaborate and react faster together.

More than ever, our ambition remains clear: delivering the reliable rail freight service you expect from us. Count on us.