Dubai Metro and Tram Score 96% in 2024 Global Customer Experience Standards

Dubai Metro and Tram Achieve 96% in 2024 Global Customer Experience Standards

Dubai Metro and Tram services received a score of 96% on the 2024 International Customer Experience Standard (ICXS), which is a consistent improvement above their respective 2022 and 2023 marks of 87.2% and 92.2%. This accomplishment is the result of collaboration between the Roads and Transport Authority (RTA) and Keolis-MHI, the operator of Dubai Metro and Tram, to enhance operational excellence and customer satisfaction.

The ICXS assesses key factors such as service quality, technological integration and real-time communication, demonstrating Dubai’s commitment to providing seamless and innovative public transport experiences.

Abdul Al Mohsen Kalbat, CEO of RTA’s Rail Agency, stressed the authority’s commitment to providing efficient and forward-thinking mobility solutions that enhance customer happiness. Similarly, David Franks, Managing Director of Keolis-MHI, credited the success to the team’s focus on ensuring smooth and enjoyable journeys for all passengers.

This recognition further confirms Dubai’s global leadership position in efficient, customer-centric public transport systems.