Yeah I travel almost daily as well. It all depends on location, time of the day, connection and distance you travel of course. I regularly suffer from delays, bad connections and sometimes even total disruptions of the train network. That's my experience. Fortunately I have OV, so I can find other ways to reach my destination, but if I had to pay the expensive ticket like some, then I'd be not as happy with the way things go. A good reason for many people to complain.
They messed things up plentiful in the past and they got an awful reputation from it. Which they disliked so much, that they actually started to do something about it (pressure from the outside though). Which is good. (Shame they used that as an excuse to raise prices) I must say I have a better experience with them now, after the new trainschedule was released. It shortened travel time more and when they mess up, I don't have to wait at least half a hour without hearing what happened. It's still far from perfect, but it's getting better. Which I believe reflected itself in the travellers grading them higher over the past few months. Although I don't think their reputation will be lessened unless they proved over a long period of time to do their job correctly.
They pride themselves by saying that they're "one of the best", but I can't recall they ever mentioned to whom they compare themselves. High-standard countries or third world nations? The last one would be too easy.
The japanese are a bit mental concerning the subject of riding on schedule. They can pull that off though and a city like Tokyo is far more crowded than over here. So I find the excuse of "having to deal with so many people" a bit weird.
Either way, as long as the Dutch Railroads feel pressured, then they'll feel more inclined to do something to improve. And if the prices don't raise along with it, that's only good for us.