It's funny you should mention the NS(Dutch Rail) being customerfriendly! Not many Dutch residents would agree with you!
We hear about whinging Poms but I have rarely heard a nation run themselves down as the Dutch do, particularly in respect of the quality of service delivery. Compared to most other places, Holland is a paradise as far as this is concerned, even the Nederlandse Spoorweg (sp?). Just compare it with the rail network in the UK! It's all relative!