Dubai Metro and Tram services achieved a 96 per cent score in the 2024 International Customer Experience Standard (ICXS), showing consistent progress from 87.2 per cent in 2022 and 92.2 per cent in 2023.
The ICXS assesses crucial aspects such as customer-focused design, service standards, technological advancements, and real-time updates. This achievement underscores the dedication of the Roads and Transport Authority (RTA) and Keolis-MHI, the operator of Dubai Metro and Tram, to delivering high-quality public transport services that emphasise customer satisfaction and operational excellence.
Abdul Al Mohsen Kalbat, CEO of the Rail Agency at RTA, stated: “This accomplishment reflects RTA’s dedication to raising the bar in public transportation. It supports RTA’s mission to enhance customer happiness by providing innovative and efficient mobility solutions,” as reported by WAM.
He further remarked: “RTA will continue to optimise its resources to ensure Dubai’s rail services offer an unmatched travel experience, defined by reliability and cutting-edge innovation.”
David Franks, Managing Director of Keolis-MHI, commented: “This recognition demonstrates our team’s commitment to ensuring a seamless and enjoyable journey for every passenger. We are honoured to support RTA’s vision of delivering world-class public transport focused on customer satisfaction.”
