Dubai Metro and Tram achieve 96% in 2024 International Customer Experience Standards

Post by: Elena Malik

Photo: Dubai Government Media Office

Dubai’s Metro and Tram services have reached an impressive 96% score in the International Customer Experience Standard (ICXS) for 2024. This is a big improvement from the scores of 87.2% in 2022 and 92.2% in 2023. The Roads and Transport Authority (RTA) and Keolis-MHI, the operators of the Metro and Tram, have worked hard to provide top-quality public transport services that focus on customer satisfaction and great service.

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The ICXS evaluation looks at several important factors, including how well the services are designed for customers, the quality of service, the use of technology, and how well the system communicates with passengers in real time. Achieving this high score shows that the RTA is meeting and even exceeding global standards for public transport. It shows RTA is commitment to providing easy, efficient, and innovative travel experiences for people using Dubai's transport system.

Abdul Al Mohsen Kalbat, CEO of the Rail Agency at RTA, commented on the achievement, saying, “This milestone highlights RTA’s dedication to raising the bar for public transportation. It shows our commitment to making our passengers happy by offering efficient, forward-thinking transportation solutions.” He also added, “We will continue using our expertise to make sure Dubai’s rail services offer the best travel experiences with reliability and new, exciting innovations.”

David Franks, Managing Director of Keolis MHI, also shared his thoughts on the achievement: “This recognition shows the hard work and dedication of our team to make sure every passenger has a smooth and enjoyable experience. We are proud to support RTA in its goal of providing world-class public transport that focuses on customer satisfaction.”

The ICXS accreditation is a global benchmark that measures excellence in customer service. With this achievement, RTA has proven itself to be a leader in public transport innovation and set a high standard for service delivery. This recognition also helps solidify Dubai's place as a global hub for efficient, customer-focused public transport systems.

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