Dubai’s Metro and Tram services have received a remarkable 96 percent rating in the 2024 International Customer Experience Standard (ICXS).
The rating reflects Dubai's commitment to enhancing public transport services and delivering exceptional customer satisfaction, and marks a significant leap in ratings from 87.2 percent in 2022 and 92.2 percent in 2023.
The ICXS measures factors such as customer-centric design, service quality, and technology integration. Dubai Metro and Tram, operated by Keolis-MHI under the Roads and Transport Authority (RTA), surpassed global benchmarks for public transport excellence.
“This achievement highlights RTA’s commitment to setting new standards of excellence in public transportation,” said Abdul Al Mohsen Kalbat, CEO of the Rail Agency at RTA. “It aligns with our mission to enhance customer happiness by consistently delivering efficient and innovative mobility solutions.”
Kalbat added that RTA will continue to invest in technology and infrastructure to ensure the Metro and Tram offer unparalleled travel experiences. Among recent upgrades are real-time communication systems and enhancements to train punctuality.
Commuters shared their satisfaction with the improved services. A resident, Fatima Al Suwaidi, said, “The Metro has become a part of my daily life. It is always reliable and makes my commute stress-free.” ICA/Expat Media
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