Answers to FAQs

How do I sign up for the HTM panel?

You register by completing and sending this form. Once you have registered, you will regularly receive an invitation to complete a questionnaire. You are, of course, not obliged to do anything.

How do I deregister as a participant in the HTM panel?

By clicking the link in your invitations that says unsubscribe from the HTM-panel.

How do I evaluate a journey?

As a panel member, you will receive an invitation every month to evaluate an HTM tram or bus journey. You can also complete the questionnaire on your smartphone or tablet while you are on the way. This journey evaluation will take you less than 5 minutes.

Please read the instructions when evaluating a journey for the first time. These also include a form for you to write down things to remember on the way.

View the instruction form here

How do I change the email address that I use for the HTM panel?

By sending an email to Please state both your old and your new email address.

What happens with my data?

Your personal data is processed by research agency Citisens, which processes personal data in accordance with the General Data Protection Regulation.

  • All of your data is sent to market research agency Citisens, and is used exclusively within the scope of the HTM panel. Citisens only uses your name to contact you; your name is not passed on to HTM.
  • We use your email address to invite you to complete a questionnaire. Your email address is only transferred to HTM if you consent to this. In such a case HTM can use the data only to inquire with you about a situation or experience you have reported.
  • HTM uses your home address exclusively to send you the prize you have won. But only with your consent. If you do not want this, you can indicate this on the registration form. If you are already registered, just send us an email.
  • he data from your journey evaluations and other surveys is anonymised before it is sent to HTM. Citisens and HTM use the data to draft reports. If survey results and therefore your input lead to certain quality improvements, we will report this with the results on this website.

What does HTM use my OV-chipkaart number for?

HTM is constantly working to improve its timetable, and the HTM panel is a significant source for this. This can be done more efficiently by linking your journey evaluation with your travel behaviour (such as when you travel, on which lines and in which vehicles). Only with your consent, of course. HTM requires your OV-chipkaart number for this. This information is not linked to other personal data (such as name and address), will not be shared with third parties, and the results cannot be traced back to an individual. This information is stored by HTM and Citisens for a maximum of 18 months, and is exclusively used to improve the HTM service.

What is Citisens?

Citisens is a research agency. It conducts surveys for a range of organisations. With the survey, Citisens abides by the survey code applicable to market research agencies. A significant feature of our work is that we are not trying to sell anything: we simply conduct research.

Visit the Citisens website

Why a HTM-panel?

Every year, HTM carries 130 million people to their destination. All day long, seven days a week and for the last 150 years. That is something we are genuinely proud of, but we do not want to stop there. We would like to hear from our customers about what could be better and what would be the best way to change it.


The HTM panel is implemented by Citisens

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