RTA and Keolis-MHI propel Dubai metro and tram services to 96pc customer experience rating

DUBAI, UAE: Dubai Metro and Tram services have achieved an outstanding score of 96 percent in the International Customer Experience Standard (ICXS) for 2024, reflecting a notable increase from 87.2 percent in 2022 and 92.2 percent in 2023, as reported by the Emirates News Agency WAM.

This achievement showcases the dedication of the Roads and Transport Authority (RTA) and Keolis-MHI, the entity overseeing the operations of Dubai Metro and Tram, to deliver exceptional public transport services that emphasize customer satisfaction and operational excellence, according to WAM. The ICXS evaluation assesses key elements such as customer-focused design, service quality, technology integration, and real-time communication. This accreditation affirms RTA’s capacity to consistently meet and surpass global public transport benchmarks, ensuring passengers enjoy seamless, efficient, and innovative travel experiences, as stated by WAM.

Abdul Al Mohsen Kalbat, CEO of the Rail Agency at RTA, emphasized that this accomplishment underscores RTA’s commitment to establishing new benchmarks in public transportation. He noted that it aligns with the authority’s mission to enhance customer happiness by continually providing efficient and innovative mobility solutions. Kalbat further assured that RTA would persist in utilizing its resources to guarantee that Dubai’s rail services deliver an exceptional travel experience characterized by reliability and forward-thinking innovation.

David Franks, Managing Director of Keolis MHI, remarked that this recognition reflects the team’s commitment to ensuring a smooth and enjoyable experience for every passenger. He expressed pride in supporting RTA’s vision of delivering world-class public transport that prioritizes customer satisfaction.