The ICXS assessment evaluates essential elements, including customer-focused design, service excellence, seamless technology integration, and instant communication.
Dubai’s Metro and Tram services have achieved a remarkable milestone in 2024, scoring an impressive 96 percent in the International Customer Experience Standard (ICXS) evaluation. This marks a significant progression from their previous scores of 87.2 percent in 2022 and 92.2 percent in 2023, highlighting their continuous commitment to enhancing the public transportation experience.
This achievement underscores the unwavering dedication of the Roads and Transport Authority (RTA) and Keolis-MHI, the operator responsible for managing Dubai Metro and Tram operations. Their collaborative efforts focus on delivering top-tier public transport services that prioritize passenger satisfaction, operational efficiency, and world-class standards.
The ICXS assessment evaluates several critical aspects, including customer-centric design, superior service quality, advanced technology integration, and real-time communication capabilities. This prestigious accreditation reaffirms RTA’s ability to consistently surpass global benchmarks, ensuring passengers enjoy seamless, reliable, and innovative travel experiences. It is a testament to the strategic vision and relentless pursuit of excellence in public transport that continues to position Dubai as a leader in urban mobility.
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