Momentum on All Fronts: Safety, Operations, Customer Trust, Growth

This momentum is the result of disciplined execution and the dedication of every Norfolk Southern employee. Now, we can enter the next phase of our transformation. Our commercial, operations, and technology teams are sharpening our focus on the customer experience and refining an operating model that drives accountability and a relentless focus on value creation to scale and grow. 

Safety and operational excellence: Safety is our foundation. In 2024, we reduced our FRA-reportable main line train accident rate by more than 40%, leading the industry. We expanded safety training for both management and frontline employees, introduced new technologies, and trained more than 5,500 first responders through our Operation Awareness & Response program.

Our Operations teams are demonstrating higher levels of excellence, and we are continuing to push our service to new heights. In 2024, our system speed improved by 10%, with merchandise train speed up 11%, and unit train speed up 17% in our last quarter. And Norfolk Southern teams delivered a flawless peak season with zero controllable failures, even as we handled 7% more parcel volume per day.

Supply chain continuity through disruption: Significant weather and geopolitical events have tested our resilience, and we have proven our ability to navigate challenges. When the Port of Baltimore temporarily shut down, we worked swiftly with customers to reroute traffic to Norfolk, Va., ensuring supply chain continuity. In the wake of Hurricane Helene, our team cleared more than 15,000 trees and restored key routes within 72 hours. Our team also showed resolve and nimbleness in the face of potential work stoppages at East Coast ports, implementing contingency plans and communicating with customers well in advance to continue serving their business. These moments reinforced our ability to safely manage through difficulties and minimize customer impact. 

Going above and beyond, our teams also pulled together to identify ways to help communities get back on their feet after natural disasters, delivering aid through the American Red Cross, local organizations, and our Disaster Relief and Employee Hardship Programs.

Multi-Modal solutions: In 2024, Norfolk Southern purchased a direct rail and truck-served transload and warehouse facility in Chicago to advance our strategy to convert flexible freight to rail. The Great Lakes Reload facility is exceeding expectations. Since Norfolk Southern acquired the facility, volume is up 62% year over year.

Improving ease of doing business: For customers, we’ve been focused on building more intuitive customer interfaces. For example, AccessNS serves as a single source of truth for tracking shipments and optimizing planning, while industry-leading tools like RailPulse and ModalView improve shipment visibility by providing real-time location, condition, and status updates for railcars and intermodal containers. We’re also strengthening feedback mechanisms. In 2025, we’ll look to leverage insights from our new Customer Advisory Board to ensure we continue meeting customer needs.

Industrial development and growth: Industrial development remains a key growth driver for Norfolk Southern. In 2024, we advanced more than 140 projects, representing $4.3 billion in customer investment. Our pipeline remains strong, with opportunities in steel and metals, renewable fuels, energy, and food processing poised to drive future volume growth.

Technology-driven innovation: In 2024, Norfolk Southern doubled its autonomous train inspections and added five new Digital Train Inspection systems, bringing the network count to six sites and seven systems. This technology assisted our 24-hour wayside detector desk in identifying and addressing 85 tier-one critical defects in near real-time. This technology is augmenting the work of our railroaders, helping turn them from finders into fixers, and we have plans to bring an additional three portal sites online in 2025.

Building a Speak Up culture: Our people are at the core of our success. We are investing in leadership training, workforce development, and frontline engagement to foster a culture of excellence and accountability. We’re building a Speak Up culture where employees feel empowered to raise concerns and share constructive ideas, and we’ve committed to our employees that when questions are asked and concerns are raised, there will be visible follow-through by our leaders. 

By equipping employees with the tools and skills they need and encouraging this culture, we are ensuring a safer, higher-performing organization overall. 

Looking ahead: Norfolk Southern has momentum on all fronts. With a disciplined leadership team, an engaged workforce, and a relentless focus on executing our strategy with excellence, we are building a stronger, more reliable railroad that powers the American economy and delivers lasting value for our customers.