The Dubai Metro and Tram have achieved a record 96% score in the International Customer Experience Standard (ICXS) index for 2024 — up from 92.2% in 2023 and 87.2% in 2022 — marking a significant leap in customer satisfaction across Dubai's public transport network.
The Roads and Transport Authority (RTA) and Keolis-MHI, the operator of Dubai Metro and Tram, have established themselves as a global benchmark in customer satisfaction and operational excellence. The ICXS evaluates critical factors including customer-centric design, service orientation, technology integration, and real-time communication — all areas where Dubai's rail system has shown consistent, measurable improvement.
Leaders React to the Record Rating
Abdul Al Mohsen Kalbat, CEO of the Rail Agency at RTA, highlighted the significance of the milestone: "RTA is striving more for customer satisfaction through improved mobility solutions. It gives us great pleasure that we are able to establish new benchmarks within the sphere of public transport."
David Franks, Managing Director of Keolis-MHI, echoed that commitment: "This achievement is proof of the dedication of the Keolis-MHI team to making every journey comfortable for passengers. We continue to stand ready to assist RTA in its aim to deliver premier public transport."
A Global Benchmark for Innovation
The record Dubai Metro customer experience rating reflects the emirate's broader vision of embracing progressive mobility solutions — integrating technology and customer-oriented approaches to deliver world-class urban transport.
As Dubai continues to grow, the Metro and Tram systems embody the UAE's commitment to sustainable, innovative, and passenger-first transport that sets a global standard in urban mobility planning.
