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

The Dubai Metro and Tram have been rated as 96 % in the International Customer Experience Standard index to be reached in 2024. Contrasting 2022 that stood at 87.2%, 2023 at 92.2% and the current positive progression of providing par excellence Public Transport services.

This academic work presents the Roads and Transport Authority (RTA) and Keolis-MHI, operator of Dubai Metro and Tram, as a benchmark in customer satisfaction and operational excellence. The ICXS includes such essential factors as customer-focused design, service orientation, technology application, and interactive communication that prove Rта’s penchant for international quality.

Leaders Speak

The importance of this achievement cannot be overstated according to Abdul Al Mohsen Kalbat the CEO of the Rail Agency at RTA, when presenting his speech wherein he mentioned that RTA is now 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, expressed similar views said, “The achievement is proof of commitment with the Keolis-MHI team to making every journey comfortable to the passengers.” Of course, we continue to stand ready to assist RTA in its noble aim to deliver premier public transport.

A Benchmark for Innovation

This appreciation accredits Dubai on the vision of embracing progressive methods of mobility, integrating the use of technology and customer-oriented approaches to mobility experience.

Looking into the future of Dubai’s development, Dubai Metro and Tram systems sum up UAE’s best principles adherence to sustainable, innovative and customer orientation in terms of transport that established a global standard in the urban transport plan.