I certainly have my complaints about the Dutch railways, but I do appreciate the surveys they send out; they're quite in-depth (in a good way) and always explicitly leave room for submitting new ideas to improve things at stations. I rarely feel like there's no place to communicate a specific frustration/compliment.
Also, bonus points for occasionally getting sneak peeks of new train interior designs 🙃
To share a translation of the final question in the survey I just got, about "getting information about station services":
"Can you suggest any place or format that this facility information should be available in? It does not need to exist yet, be creative"
TL;DR I get the impression that they actually give a shit about the results, and they aren't just trying to make the KPIs go up