Dubai’s Metro and Tram services have earned 96 percent rating in the International Customer Experience Standard (ICXS) for 2024, marking a significant rise from 87.2 percent in 2022 and 92.2 percent in 2023. This accomplishment highlights the dedication of the Roads and Transport Authority (RTA) and Keolis-MHI, the operators of Dubai Metro and Tram, to providing outstanding public transport services that prioritize customer satisfaction and operational excellence.
What does the ICXS assessment evaluate?
The ICXS assessment evaluates crucial aspects such as customer-focused design, service quality, technology integration, and real-time communication. This recognition further emphasizes RTA‘s capability to consistently meet and surpass global standards for public transport, ensuring that passengers enjoy seamless, efficient, and innovative travel experiences.
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Future outlook on rail services
Abdul Al Mohsen Kalbat, CEO of the Rail Agency at RTA, remarked, “This achievement highlights RTA’s commitment to setting new standards of excellence in public transportation. It aligns with RTA’s mission to enhance customer happiness by consistently delivering efficient and innovative mobility solutions.”
He further noted: “RTA will continue leveraging its capabilities to ensure Dubai’s rail services provide an unparalleled travel experience, characterized by reliability and forward-thinking innovation.”
David Franks, managing director of Keolis MHI, expressed, “This recognition is a testament to our team’s dedication to creating a smooth and enjoyable experience for every passenger. We are proud to support RTA in its vision of providing world-class public transport that prioritizes customer satisfaction.”
How does ICXS accreditation impact customer care?
Moreover, the ICXS accreditation acts as a global benchmark for excellence in customer care. RTA’s success not only showcases its leadership in public transport innovation but also establishes a high standard for service delivery, reinforcing Dubai’s status as a global hub for efficient and customer-oriented transit systems.
