Mark van Hagen

Mark van Hagen (1961, Master in Economic Geography) has been heavily involved in public transport for more than 30 years. Mark started his career at Schiphol Airport Amsterdam. Since 1990, Mark has been working for NS as a principal consultant customer experience. He is responsible for studies on customer demands, chain management and station development. Analyzing customer data and advising the top management of NS is also his responsibility. In April 2011 Mark finished his dissertation on “Waiting experience at train stations” with distinction at the University of Twente. Mark is able to translate theoretical insights into practical instruments for measuring user experience. For instance, Mark has developed the Station Experience Monitor and the Train Experience Monitor for NS, as well as the Bicycle Experience Monitor for the city of Amsterdam. Results show time and again that environmental stimuli determine half of the general judgment (of station, train, or bike ride).